[Remote] Customer Support Representative

Note: The job is a remote job and is open to candidates in USA. John Hancock is a leading international financial services provider that helps people make their decisions easier and lives better. They are seeking a Customer Support Representative to deliver superior customer service to clients and financial advisors, handling a range of inquiries and problem resolution.

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

Skills

• 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
• Current SIE, Series 6 or 7, Series 63
• Working knowledge of IRAs & other retirement products

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
• 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)

Company Overview

Company H1B Sponsorship