Customer Service Representative
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Job Description
Remote Customer Service Representative serving John Hancock policyholders, agents, and advisors. Handling high-volume inquiries across calls, email, and chat for a financial services company.
Responsibilities:
- Provide customer service to policyholders, agents, and other collaborators through inbound calls, email, and chat
- Handle high volumes of customer inquiries and analyze problems to provide detailed, proactive solutions
- Use technology and software systems to accurately record customer interactions
- Demonstrate emotional intelligence and understanding to build positive relationships with customers and advisors
- Stay current on products, services, and industry regulations
- Support customers' financial and health goals with accurate information
- Collaborate with team members and other departments to resolve complex customer issues
- Seek support when required
- Deliver trusted, professional, and reliable service to John Hancock customers
- Strengthen customer satisfaction, loyalty, and the perception of John Hancock in the marketplace
Requirements:
- Proven experience working in a fast-paced customer service environment
- Strong technical skills and ability to navigate multiple computer systems and software applications
- Ability to provide timely, accurate responses regarding products and service offerings
- Ability to excel in a fast-paced, ever-changing environment while maintaining a calm and professional manner
- Ability to build customer satisfaction and loyalty
- Ability to meet quality expectations and create positive customer experiences
- Ability to translate problem-resolution scenarios into positive service experiences
- Ability to work in a team environment and resolve issues accurately and independently
- Exceptional technical capabilities, research skills, and attention to detail
- Confidence in learning and applying information quickly
- Knowledge of financial services is a plus
Benefits:
- Incentive programs and incentive compensation tied to business and individual performance
- Health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage
- Adoption/surrogacy and wellness benefits
- Employee/family assistance plans
- Retirement savings plans, including pension/401(k) savings plans
- Global share ownership plan with employer matching contributions
- Financial education and counseling resources
- Up to 11 paid holidays annually
- 3 personal days annually
- 150 hours of vacation annually
- 40 hours of sick time annually, or more where required by law
- Statutory leaves of absence
- Flexible work environment
- Learning and career growth support
- Well-being and inclusion support
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