Customer Service Professional - Remote Eligible

Customer Service Representative

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 in either the Life Insurance or Long-Term Care sectors. 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 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.

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 an important international provider of financial services that helps people to make decisions in an easier way and to live better. For more information about us, visit www.manulife.com.

Manulife is an Equal Opportunity Employer

In Manulife/John Hancock, we value our diversity. We strive to attract, develop, and retain a workforce that is as diverse as the clients we serve, and to foster an inclusive work environment where the strengths of cultures and people are leveraged. We are committed to equity in hiring, retention, advancement, and compensation, and we administer all our practices and programs without discrimination based on race, ancestry, place of origin, color, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other aspect protected by law. Our priority is to eliminate barriers to ensure equal access to employment. A Human Resources representative will work with applicants who require reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner consistent with Manulife/John Hancock's relevant laws and policies. To request a reasonable accommodation in the application process, please send us a message at recruitment@manulife.com.

Primary Location

United States, Massachusetts Remote Full Time

Work Modes

Remote

Salary Range

The expected salary range is $34,850.00 USD to $56,250.00 USD. If you are applying for this position outside the primary location, please contact recruitment@manulife.com to know the salary range of your location. The actual salary will vary based on local market conditions, geography, and job-related factors such as knowledge, skills, qualifications, experience, and education/training. Employees are also eligible to participate in incentive programs and receive incentive compensation linked to business and individual performance. Manulife/John Hancock offers eligible employees a wide variety of customizable benefits, including health, dental, mental health, vision, short and long-term disability coverage, life and accidental death and dismemberment insurance, adoption/surrogacy, and wellness, and employee/family assistance plans. We also offer eligible employees various retirement savings plans (including 401(k) and pension plans and a global stock ownership plan with employer matching contributions) and financial counseling and education resources. Our generous U.S. paid time off program includes up to 11 holidays, 3 personal days, 150 vacation hours, and 40 sick hours (or more where required by law) per year, and we offer all types of legally mandated leave. Know Your Rights (https://www.dol.gov/agencies/ofccp/posters)

Family and Medical Leave

Employee Polygraph Protection Act

Right to Work

Electronic Verification (E-Verify)

Salary Transparency

Company: John Hancock Life Insurance Company (U.S.A.)