Responsible for supporting existing company policyholders through answering telephone calls, responding to inquiries, fulfilling customer requests, and performing required administrative functions.

Position Responsibilities:

Handle consistent volumes inbound customer calls per day generated from routine inquiries (account balance) to complex transactions (inter-account transfers)

Provide outstanding customer service and accurate information to inbound callers about all aspects of their accounts

Reference multiple on-line resources effectively while simultaneously conversing with customers

Partner across the organization to research and resolve complex inquiries

Work in a fast-paced environment where achieving target service levels (80% of call answered in 30 seconds) are top priority

Build quick rapport with participants within the span of a phone call achieving first call resolution

Assist customers with any technical issues experienced with our website and escalate any issues to management appropriately.

Negotiate 'win-win' solutions to participant inquiries and issues directly or by consulting with appropriate resources

Document and track significant discussions or complaints. Initiate follow-up as appropriate

Identify trends and patterns of participant issues, and escalate to appropriate resources

Other duties as assigned

Required Qualifications:

Minimum college graduate with previous work experience in a financial services 'call-center' environment with demonstrated service aptitude.

Completion of departmental educational courses as required

Ability to work in a department where calls are monitored and coached on a regular basis to provide constructive feedback for immediate improvement and personal development

Ability to develop quick rapport with customer base by demonstrating excellent interpersonal and communication skills

Fluency in Spanish an asset

Demonstrated ability to thrive in a fast paced, team oriented environment

Excellent communication, problem solving and time management skills

Computer literate with proficient keyboarding skills and the ability to learn and adapt to new software applications

Ability to learn quickly and remain calm under pressure, especially when faced with irate customer calls

Excellent listening skills and the ability to ask probing questions to understand participant concerns

Solid organizational and priority management skills, particularly in an environment of rapid change

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.

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 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. To request a reasonable accommodation in the application process, contact recruitment@manulife.com.

Working Arrangement