Customer Service Representative

The Opportunity

Are you passionate about working with customers, building relationships, and being part of a growing business? Then we would love to have you join our Long-Term Care team as a Customer Service Representative! 

With the customer as the focus, this role will take a proactive approach to every customer interaction, to ensure a high-quality Manulife/John Hancock experience. This role is primarily accountable for providing education about insurance products, policies, and processes to a wide range of long-term care (LTC) customers via phone or email support. Some will have purchased their policy recently and simply have premium related questions, while others who’ve owned a policy for many years may require a full review of coverage. 

*This is a Remote position open to applicants in any US state.

Responsibilities 

• Provide customers with an excellent service experience by listening carefully and confidently addressing their needs via telephone & email (approx. 30-40 inbound calls per day)
• Empathize when appropriate, especially in escalated situations or upon report of illness or death
• Remain calm during heated and high-pressure situations
• Correctly record information into various computer systems
• Follow strict procedures for privacy and transaction processing
• Fulfill customer expectations via methods that comply with established policies and procedures
• Learn and use all systems and resources to meet customers’ needs 

What motivates you? 

• You obsess about customers, listen, engage and act for their benefit.  
• You think big, with curiosity to discover ways to use your agile approach and enable business outcomes.  
• You thrive in teams and enjoy getting things done together.  
• You take ownership and build solutions, focusing on what matters.   
• You do what is right, work with integrity and speak up.  
• You share your humanity, helping us build a diverse and inclusive work environment for everyone  

What we are looking for 

• Dependable candidates with flexibility to work variable hours as business needs dictate
• Can learn and adapt quickly & remain calm under pressure
• Excellent written and oral communication skills
• Manage upset customers while demonstrating patience and empathy
• A background in a call center or retail environment is an asset
• Understand and apply best practices when resolving problems
• Have strong multi-tasking skills while ensuring accuracy and attention to detail
• Enjoy helping others and easily establish rapport with customers
• Hold good computer skills especially web navigation and research capabilities
• Handle confidential information in a professional manner
• Are passionate about resolving problems as quickly and effectively as possible
• Demonstrate a positive attitude even in challenging situation
• Enjoy collaborating and possess a solid work ethic
• Bilingual in English/Spanish is an asset

What can we offer you? 

• A competitive salary and benefits packages. 
• A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.  
• A focus on growing your career path with us. 
• Flexible work policies and strong work-life balance.  
• Professional development and leadership opportunities. 

Our commitment to you

• Values-first culture: We lead with our Values every day and bring them to life together.
• Boundless opportunity: We create opportunities to learn and grow at every stage of your career.
• Continuous innovation: We invite you to help redefine the future of financial services.
• Delivering the promise of Diversity, Equity, and Inclusion: We foster an inclusive workplace where everyone thrives.
• Championing Corporate Citizenship: We build a business that benefits all stakeholders and has a positive social and environmental impact.

Every career at Manulife/John Hancock provides the opportunity to learn new skills and move your career forward. Ready to make an impact somewhere? What are you waiting for? Apply today.

#LI-JH 

#LI-Remote

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.

Primary Location

USA, Massachusetts - Full Time Remote

Working Arrangement

Remote

Salary range is expected to be between

$32,925.00 USD - $54,875.00 USD

If you are applying for this role outside of the primary location, 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. Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.

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.

Know Your Rights I Family & Medical Leave I Employee Polygraph Protection I Right to Work I E-Verify I Pay Transparency

Company: John Hancock Life Insurance Company (U.S.A.) Apply