Customer Service Professional

Original job posting

Provide professional and reliable service to clients by resolving inquiries and ensuring customer satisfaction. Collaborate with team members to maintain service levels while adhering to privacy and processing procedures.

Job details

Join our dynamic and growing Operations team as a Customer Service Representative, where you will play a pivotal role in delivering outstanding service to our valued clients. We are seeking passionate colleagues who are committed to improving customer experiences and are eager to contribute to our mission of making decisions easier and making lives better. As part of our team, you will have the opportunity to engage with customers, provide insightful solutions, and support them in navigating their insurance needs, all while being part of an encouraging and innovative work environment. Position Responsibilities: Deliver reliable and professional service to Manulife clients, fostering customer satisfaction and loyalty while meeting quality and productivity expectations. Provide effective, timely resolution to customer inquiries, striving for first-call resolution and translating problem scenarios into positive service experiences. Maintain a positive and cooperative tone with both customers and coworkers, improving the perception of John Hancock in the marketplace. Work both independently and collaboratively in a team environment to accurately resolve issues and meet service levels. Stay updated on product, industry, service, and policy changes through ongoing training, and use all systems and resources to meet customer needs. Ensure customer service excellence by listening carefully, empathizing in high-pressure situations, and adhering to privacy and transaction processing procedures. Qualifications: Proven experience in customer service, with prior experience in the insurance industry considered a valuable asset. Excellent time management skills, with the ability to prioritize tasks effectively and meet deadlines. Strong teamwork and collaboration abilities, coupled with the capacity to work well under pressure. Proficient in computer operations and adept at using technology to enhance customer service. Highly customer-focused, with a focus on taking practical actions to resolve issues and meet client needs. Proven concern for organization and quality, with a creative approach to problem-solving and a flexible attitude. 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. This posting supports an ongoing hiring initiative for existing and/or future vacancies. 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 hr@manulife.com. Referenced Salary Location CAN, Nova Scotia, Halifax, 2727 Joseph Howe Drive Working Arrangement Hybrid Salary range is expected to be between $38,175.00 CAD - $63,625.00 CAD Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance. 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. If you are applying for this role outside of the primary location, please contact hr@manulife.com for the salary range for your location. Manulife 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 and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in Canada includes holidays, vacation, personal, and sick days, and we offer the full range of statutory leaves of absence. If you are applying for this role in the U.S., please contact hr@manulife.com for more information about U.S.-specific paid time off provisions. We use data and analytics technologies, such as artificial intelligence (AI), and automated processing tools, to analyze and process the information you provide to us or third parties in the application process. For more information, please refer to our personal information collection statement.

What you’ll do

Provide professional and reliable service to clients by resolving inquiries and ensuring customer satisfaction. Collaborate with team members to maintain service levels while adhering to privacy and processing procedures.

Requirements

Requires proven experience in customer service, with insurance industry experience considered an asset. Candidates must possess strong time management, teamwork, and computer proficiency skills.

Benefits

• Health insurance
• Dental insurance
• Mental health support
• Vision insurance
• Short-term disability
• Long-term disability
• Life insurance
• AD&D insurance
• Adoption/surrogacy benefits
• Wellness benefits
• Employee/family assistance plans
• Retirement savings plans
• Pension
• Global share ownership plan
• Paid time off
• Statutory leaves of absence

Listed skills

• Customer service · Preferred
• Time management · Preferred
• Teamwork · Preferred
• Collaboration · Preferred
• Problem solving · Preferred
• Communication · Preferred
• Conflict Resolution · Preferred
• Attention to detail · Preferred
• adaptability · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer service
• Time management
• Teamwork
• Collaboration
• Problem-solving
• Computer operations
• Communication
• Empathy
• Conflict resolution
• Attention to detail
• Adaptability
• Insurance industry knowledge
• Workplace Inclusivity
• Insurance Industry
• Computer Operations
• Ability To Meet Deadlines
• Time Off Management
• Information Gathering
• Mental Health
• Customer Service
• Financial Education
• International Finance
• Innovation
• Problem Solving
• Operations
• Time Management
• Transaction Processing (Business)
• Prioritization
• Customer Inquiries

Job areas

• Customer Service & Support
• Finance & Accounting
• Administrative
• Customer Service Professional
• Customer Service Representative (General)
• Inquiry Clerks
• Customer Service Representatives