Customer Service Representative

Manulife Insurance Malaysia; Arizona; Hybrid; USD 37,000 - 58,000; Full time

Job summary

John Hancock Mutual Funds is seeking a Customer Service Representative for a full-time remote role. You will handle inbound calls, emails, and chats to support policyholders, agents, and collaborators across multiple systems.

Join a team that values emotional intelligence, accurate information, and proactive problem solving. You will stay up-to-date on products and regulations to guide customers toward their financial and health goals.

Qualifications

• Proven experience in a fast-paced customer service environment.
• Strong technical skills and ability to navigate multiple computer systems and software applications.
• High level of dedication to meet customer needs by providing timely, accurate responses with a positive attitude.
• Ability to excel in a fast-paced, ever-changing environment while remaining calm and professional.

Responsibilities

• Provide exceptional customer service to policyholders, agents, and collaborators via inbound calls, email, and chat.
• Handle a high volume of inquiries and analyze problems to deliver proactive solutions.
• Record customer interactions accurately using advanced technology and software systems.
• Build positive relationships with customers and advisors through emotionally intelligent communication.
• Stay informed on products, services, and regulations to support financial and health goals.

Skills

Customer service experience

Technical skills

Multi-system navigation

Communication skills

Problem solving

Tools

CRM software

Job description

Customer Service Representative

Consider joining our team as a Customer Service Representative within our continuously growing John Hancock Mutual Funds team! This is a full-time remote position and can be performed anywhere in New Hampshire, Massachusetts, and Arizona.

Responsibilities

• Provide exceptional customer service to policyholders, agents, and other collaborators through inbound calls, email, and chat.
• Handle a high volume of customer inquiries and analyze problems to provide detailed and proactive solutions.
• Leverage advanced technology and software systems to accurately record customer interactions and deliver exceptional solutions.
• Demonstrate emotional intelligence and understanding in all interactions to build positive relationships with customers and advisors.
• Stay updated on products, services, and industry regulations to provide accurate information to customers and support their financial and health goals.
• Collaborate closely with team members and other departments to resolve complex customer issues and seek support when required.

Qualifications

• Proven experience working in a fast-paced customer service environment.
• Strong technical skills and ability to navigate multiple computer systems and software applications.
• A high level of dedication to meet customer needs by providing timely, accurate responses with a positive attitude to those requesting information on products and service offerings.
• Ability to excel in a fast-paced, ever-changing environment while exhibiting a calm and professional manner.
• Deliver trusted, professional, and reliable service to John Hancock customers and build customer satisfaction and loyalty.
• Meet quality expectations to ensure a positive customer experience.
• Translate scenarios that require problem resolution to positive service experiences.
• Strengthen the perception of John Hancock in the marketplace.
• Possess the ability to work in a team environment, as well as being able to resolve issues accurately and independently.
• Exceptional technical capabilities, research skills and your attention to detail is always a priority.
• Confidence in your ability to learn and apply information quickly.
• Knowledge of financial services would be a plus!

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.

#LI-JH

The role being advertised is an existing vacancy.

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].

Recent awards include: 2024 Gallup Exceptional Workplace Award Winner Manulife Named one of Forbes World’s Best Employers 2023 Best Companies to Work for in Asia 2023 We’ve been recognized as one of Canada’s Top 100 Employers (2024) Manulife included in Bloomberg’s 2023 Gender-Equality Index

Salary & Benefits

Referenced Salary Location USA, Arizona - Full Time Remote Working Arrangement Remote Salary range is expected to be between $36,880.00 USD - $57,625.00 USD 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/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.

• health
• dental
• mental health
• vision
• short- and long-term disability
• life and AD&D insurance coverage
• adoption/surrogacy and wellness benefits
• 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.

• pension/401(k) savings plans
• global share ownership plan with employer matching contributions

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.

• 11 paid holidays
• 3 personal days
• 150 hours of vacation
• 40 hours of sick time (or more where required by law)

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. Know Your Rights I Family & Medical Leave I Employee Polygraph Protection I Right to Work I E-Verify Company: John Hancock Life Insurance Company (U.S.A.) We're Manulife. And we’re on a mission to make decisions easier and lives better. Better is what drives us. It’s what inspires us to find new ways to support customers and colleagues in living longer and healthier lives. It’s the reason we’re dedicated to investing in digital innovation and accelerating a sustainable and economically inclusive future. Our ambition is to be the most digital, customer‑centric global company in our industry.