Mutual Funds Customer Service Representative - Remote Eligible

Customer Service Representative

Consider joining our team as a Customer Service Representative within our continuously growing Manulife John Hancock Investments Mutual Fund team!

In this role, your primary responsibility will be to deliver superior customer service to clients and financial advisors, while answering calls on John Hancock's 800 telephone line. Customer requests can range from basic product inquiries to more complex transactions requiring problem resolution skills.

This is a full-time remote position and can be performed anywhere in Nova Scotia.

Ready to take the next step?

• Our upcoming New Hire Training Class will start in October 2025.
• Training will be 7 weeks and the hours will be 9:00am – 5:00pm EST (10:00am – 6:00pm AST).
• Once training has been completed, you must be available for a 7.5-hour shift (with a scheduled 30 min lunch) between 8:00am – 7:00pm EST (9:00am – 8:00pm AST).

Position 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.

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.

Preferred Qualifications:

• 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.

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.

Referenced Salary Location: CAN, Nova Scotia - Full Time Remote

Working Arrangement: Remote

Salary range is expected to be between $37,425.00 CAD - $62,375.00 CAD. If you are applying for this role outside of the primary location, please contact recruitment@manulife.com for the salary range for your location. 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. Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.

Manulife 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 and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in Canada includes holidays, vacation, personal, and sick days, and we offer the full range of statutory leaves of absence. If you are applying for this role in the U.S., please contact recruitment@manulife.com for more information about U.S.-specific paid time off provisions.