[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