Customer Support Representative

Manulife; Glastonbury (CT); Remote; USD 40,000 - 55,000; Full time

Job summary

A leading financial services firm is seeking a Customer Service Representative to provide exceptional service to clients. Responsibilities include answering queries, resolving issues effectively, and maintaining customer satisfaction. Candidates should have strong communication skills and the ability to thrive in a dynamic environment. The role is full-time remote for candidates located in the US, offering a comprehensive benefits package.

Benefits

Customizable health and dental benefits

Mental health support

Life and AD&D insurance

Employee assistance plans

Qualifications

• Customer Service or Financial Services experience preferred.
• Ability to thrive in a fast-paced environment and manage multiple tasks.
• Flexibility to adjust and succeed in a rapidly changing call center.

Responsibilities

• Deliver trusted, professional service to clients.
• Meet quality and productivity expectations.
• Resolve customer inquiries effectively.

Skills

Outstanding verbal communication skills

Strong telephone etiquette

Problem resolution skills

Outstanding customer service skills

Effective listening skills

Education

Post-secondary education or high school diploma

Tools

Computer efficiency

Job description

This position is full time remote depending on candidate location within the US.

The primary responsibility for this role is to deliver superior customer service to clients while answering calls on Manulife / John Hancock’s Brokerage Services and Managed Product lines. Customer requests can range from basic product inquiries to more complex transactions requiring problem resolution skills.

Responsible for delivering superior customer service to clients and financial advisors and building customer satisfaction and loyalty. Customer requests range from basic product and contract inquiries to more complex transactions and problem resolution.

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Position Responsibilities:

• Deliver trusted, professional, and reliable service to MANULIFE clients and build customer satisfaction and loyalty
• Meet quality expectations to ensure a positive client experience
• Meet productivity expectations to maximize team service levels
• Provide effective and timely resolution of a range of customer inquiries
• Strike a positive and cooperative tone with both customers and coworkers
• Strive for first-call resolution of customer issues
• Translate scenarios that require problem resolution to positive service experiences
• Strengthen the perception of MANULIFE in the marketplace
• Possess the ability to work in a team environment, as well as being able to resolve issues accurately and independently
• Complete ongoing training to stay abreast of product, industry, service and policy changes
• Other duties as assigned

Required Qualifications:

• Post-secondary education or high school diploma
• Customer Service or Financial Services experience a plus
• Ability to thrive in a lively working environment and manage multiple tasks
• Outstanding verbal communication skills and strong telephone etiquette
• Possess the ability to multi-task
• Flexibility and ability to adjust and succeed in a rapidly changing, fast paced call center environment
• Demonstrated problem resolution skills
• Effective listening skills
• Demonstrated computer efficiency
• Outstanding customer service skills
• Business writing skills

Preferred Qualifications:

• Current SIE, Series 6 or 7, Series 63
• Working knowledge of IRAs & other retirement products

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.

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.