[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