Customer Service Professional

Manulife Financial; Halifax; Hybrid; CAD 38,000 - 64,000; Full time

Job summary

Manulife Financial Canada is seeking a Customer Service Representative to deliver outstanding service to clients navigating insurance needs. You will engage with customers, provide insightful solutions, and support them in understanding and using our products and services.

Join a dynamic Operations team with a collaborative, hybrid work environment. The role offers opportunities for learning, growth, and contributing to our mission of making decisions easier and lives better.

Qualifications

• Proven experience in customer service; insurance industry experience is a plus.
• Strong time management and prioritization abilities.
• Teamwork and collaboration under pressure.
• Proficient with computer systems and technology to aid service.

Responsibilities

• Deliver reliable and professional service to Manulife 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 Manulife in the marketplace.
• Work both independently and collaboratively to 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 processing procedures.

Skills

Customer service

Insurance industry

Time management

Teamwork

Computer skills

Customer-focused

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. 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 Manulife 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

CAN, Nova Scotia, Halifax, 2727 Joseph Howe Drive

Working Arrangement

Hybrid

Salary range is expected to be between

$38,175.00 CAD - $63,625.00 CAD

Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance. 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. If you are applying for this role outside of the primary location, please contact [e-mail] for the salary range for your location.

• Manulife 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 and a global share ownership plan with employer matching contributions) and financial education and counseling resources.
• Our generous paid time off program in Canada includes holidays, vacation, personal, and sick days, and we offer the full range of statutory leaves of absence.

We use data and analytics technologies, such as artificial intelligence (AI), and automated processing tools, to analyze and process the information you provide to us or third parties in the application process. For more information, please refer to our personal information collection statement.

If you are applying for this role in the U.S., please contact [e-mail] for more information about U.S.-specific paid time off provisions.