Customer Service Professional

Manulife; Canada; Remote; CAD 48,000 - 78,000; Full time

Job summary

A financial services company is seeking a Customer Service Representative to deliver excellent service in Life Insurance and Long-Term Care sectors. This remote position requires a commitment to customer satisfaction and resolving inquiries effectively. Candidates should have previous customer service experience and strong teamwork skills. Join a diverse and inclusive environment where personal and career growth is encouraged.

Benefits

Health and dental benefits

Retirement savings plans

Generous paid time off

Professional development opportunities

Qualifications

• Experience in customer service with insurance industry experience preferred.
• Ability to meet deadlines and prioritize tasks effectively.
• Strong skills in teamwork and working under pressure.
• Proficient in using technology to enhance customer service.
• Customer-oriented and consistent in resolving issues.
• Creative problem-solving skills with a flexible attitude.

Responsibilities

• Deliver professional service to clients, fostering satisfaction and loyalty.
• Provide timely resolution to customer inquiries attempting first-call resolution.
• Maintain a positive tone with customers and coworkers.
• Work independently and collaboratively to resolve issues.
• Stay updated on product and service changes through training.
• Ensure excellence in customer service through empathy and adherence to procedures.

Skills

Customer service experience

Time management skills

Teamwork abilities

Proficient in computer operations

Customer focus

Organizational skills

Job description

Join our dynamic and growing Operations team as a Customer Service Representative, where you will play a pivotal role in delivering outstanding service to our valued clients in either the Life Insurance or Long-Term Care sectors. We are seeking passionate colleagues who are committed to improving customer experiences and are eager to contribute to our mission of making decisions easier and making lives better.

As part of our team, you will have the opportunity to engage with customers, provide insightful solutions, and support them in navigating their insurance needs, all while being part of an encouraging and innovative work environment.

Position Responsibilities:

• Deliver reliable and professional service to John Hancock clients, fostering customer satisfaction and loyalty while meeting quality and productivity expectations.

• Provide effective, timely resolution to customer inquiries, striving for first-call resolution and translating problem scenarios into positive service experiences.

• Maintain a positive and cooperative tone with both customers and coworkers, improving the perception of John Hancock in the marketplace.

• Work both independently and collaboratively in a team environment to accurately resolve issues and meet service levels.

• Stay updated on product, industry, service, and policy changes through ongoing training, and use all systems and resources to meet customer needs.

• Ensure customer service excellence by listening carefully, empathizing in high-pressure situations, and adhering to privacy and transaction processing procedures.

Qualifications:

• Proven experience in customer service, with prior experience in the insurance industry considered a valuable asset.

• Excellent time management skills, with the ability to prioritize tasks effectively and meet deadlines.

• Strong teamwork and collaboration abilities, coupled with the capacity to work well under pressure.

• Proficient in computer operations and adept at using technology to enhance customer service.

• Highly customer-focused, with a focus on taking practical actions to resolve issues and meet client needs.

• Proven concern for organization and quality, with a creative approach to problem-solving and a flexible attitude.

When you join our team:

• We’ll empower you to learn and grow the career you want.

• We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.

• As part of our global team, we’ll support you in shaping the future you want to see.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html .

Manulife is an Equal Opportunity Employer

At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact [e-mail] .

Referenced Salary Location

USA, Massachusetts - Full Time Remote

Working Arrangement

Remote

Salary range is expected to be between

$34,850.00 USD - $56,250.00 USD

If you are applying for this role outside of the primary location, please contact [e-mail] for the salary range for your location. The actual salary will vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training. Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.

Manulife/John Hancock offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plans. We also offer eligible employees various retirement savings plans (including pension/401(k) savings plans and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in the U.S. includes up to 11 paid holidays, 3 personal days, 150 hours of vacation, and 40 hours of sick time (or more where required by law) each year, and we offer the full range of statutory leaves of absence.

Know Your Rights I Family & Medical Leave I Employee Polygraph Protection I Right to Work I E-Verify I Pay Transparency

Company: John Hancock Life Insurance Company (U.S.A.)