Manulife Financial Corporation is a renowned international financial services provider, helping people make their decisions easier and lives better. With a global presence in Canada, Asia, Europe, and the US, they’re committed to delivering exceptional customer service and supporting their employees’ growth and success.
Employment Type:Full-time
Salary: $38,550 – $64,250 USD
Job Location: Remote
Work Schedule: 8-hour shift, 9am-5pm EST, Monday-Friday
Language Required: English
Full job description
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. This job description does not represent a comprehensive listing of job duties that are required of the employee performing this role. We reserve the right to change duties or assign additional duties at any time with or without notice.
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
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.
Ready to take the next step?
Training will be 2 weeks in length and the hours are 9:00-5:00 EST (TBD)
Once training has been completed, you must be available for a 8 hour shift (with a scheduled 30 minute lunch break) between 9-5pm EST.
About Manulife and John Hancock
Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html.
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. We also offer eligible employees various retirement savings plans (including pension/401(k) savings plans and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in the U.S. includes up to 11 paid holidays, 3 personal days, 150 hours of vacation, and 40 hours of sick time (or more where required by law) each year, and we offer the full range of statutory leaves of absence.
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
Having certain licenses: SIE, Series 6 or 7, Series 63
Knowing about retirement products, such as IRAs (Individual Retirement Accounts)
Get Started
If you are applying for this role outside of the primary location(US), 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.