Customer Service Representative
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Job Description
Customer service representative supporting John Hancock mutual-fund customers through calls, email, and chat. Resolving inquiries and building satisfaction across Massachusetts, New Hampshire, and Arizona.
Responsibilities:
- Provide customer service to policyholders, agents, and other collaborators through inbound calls, email, and chat
- Handle a high volume of customer inquiries and analyze problems to provide detailed, proactive solutions
- Use technology and software systems to accurately record customer interactions and deliver solutions
- Demonstrate emotional intelligence and understanding to build positive relationships with customers and advisors
- Stay updated 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
- Meet quality expectations and build customer satisfaction and loyalty
- Translate problem-resolution scenarios into positive service experiences
- Strengthen 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 and accurate responses about products and service offerings
- Ability to work in a fast-paced, ever-changing environment while remaining calm and professional
- 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, and vision coverage
- Short- and long-term disability insurance
- Life and AD&D insurance coverage
- Adoption/surrogacy benefits
- 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
- 3 personal days
- 150 hours of vacation
- 40 hours of sick time, or more where required by law
- Statutory leaves of absence
- Flexible remote working arrangement
- Learning and career growth support
- Well-being and inclusion support
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