[Remote] Customer Service Professional

Note: The job is a remote job and is open to candidates in USA. Manulife is a leading international financial services provider committed to improving customer experiences. The Customer Service Representative will deliver outstanding service to clients in the Life Insurance or Long-Term Care sectors, ensuring customer satisfaction and resolving inquiries effectively.

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

Skills

• 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

Benefits

• 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
• Various retirement savings plans (including pension/401(k) savings plans and a global share ownership plan with employer matching contributions)
• Financial education and counseling resources
• Up to 11 paid holidays
• 3 personal days
• 150 hours of vacation
• 40 hours of sick time (or more where required by law)
• The full range of statutory leaves of absence

Company Overview