Customer Service Representative

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

Job summary

Manulife Financial's John Hancock Mutual Funds team is seeking a Customer Service Representative for a full-time remote role. You will handle inbound calls, emails, and chats for policyholders, agents, and collaborators.

The role emphasizes empathy, problem solving, and continuous knowledge of products and regulations to support financial and health goals. You will collaborate with teammates to resolve complex issues while delivering accurate information.

Qualifications

• Experience in fast-paced customer service.
• Proficient with multiple computer systems.
• Ability to provide timely and accurate responses.
• Calm, professional demeanor in fast-changing environments.
• Knowledge of financial services is a plus.

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 using advanced software systems.
• Demonstrate emotional intelligence in all interactions to build relationships.
• Stay updated on products, services, and regulations to support customers' financial and health goals.
• Collaborate with team members and other departments to resolve complex issues.

Skills

Fast-paced service

Technical skills

Problem solving

Team collaboration

Learn quickly

Financial services knowledge

Job description

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].

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. 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.

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.)