Customer Service Professional I

The Opportunity

Are you passionate about working with customers building relationships and being

g 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 whove owned a policy for many years may require a full review of coverage.

Responsibilities

Provide customers with an excellent service experience by listening carefully and confidently addressing their needs

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

How will you create impact

As a Long-Term Care Customer Service Representative you will be part of our US Segment. You would report to one of the four managers within the department and be part of a team with fellow Customer Service Representatives.

By assisting our customers over the phone you will ensure customer loyalty while promoting our online functionalities to guide John Hancock to becoming Leaders of Digital Customer Service within the industry.

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

Flexibility to work variable hours as business needs dictate

Maintain a calm demeanor under pressure and are dependable

Possess excellent communication skills

Can learn and adapt quickly

Manage upset customers while demonstrating patience and empathy

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 partners and has a

positive social and environmental impact.

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 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 .

Referenced Salary Location

Salary range is expected to be between

If you are applying for this role outside of the primary location please contact 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.

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