Customer Care Associate at Manulife Financial

Manulife Financial

Customer Care Associate

Location: United States

Are you looking for unlimited opportunities to develop and succeed? With work that challenges and makes a difference, within a flexible and supportive environment, we can help our customers achieve their dreams and aspirations.

Job Description
Responsible for delivering superior customer service to clients and financial advisors and building customer satisfaction and loyalty. Requests range from basic product and contract inquiries to assisting with death claim intake and providing assistance with claims paperwork and the claims process.


  • Deliver trusted, professional, and reliable service to John Hancock clients and build customer satisfaction and loyalty
  • Meet quality expectations to ensure a positive client experience
  • Meet productivity expectations to maximize team service levels
  • Provide effective and timely resolution of a range of customer inquiries
  • Strike a positive and cooperative tone with both customers and coworkers
  • Strive for the first-call resolution of customer issues
  • Translate scenarios that require problem resolution to positive service experiences
  • Strengthen the perception of John Hancock in the marketplace
  • Possess the ability to work in a team environment, as well as being able to resolve issues accurately and independently
  • Complete ongoing training to stay abreast of product, industry, service and policy changes


  • Post-secondary education or high school diploma
  • Customer Service or Financial Services experience a plus
  • Ability to thrive in a lively working environment and manage multiple tasks
  • Outstanding verbal communication skills and strong telephone etiquette
  • Possess the ability to multi-task
  • Flexibility and ability to adjust and succeed in a rapidly changing, fast-paced call center environment
  • Demonstrated problem resolution skills
  • Effective listening skills
  • Demonstrated computer efficiency
  • Outstanding customer service skills
  • Business writing skills
  • Ability to handle an array questions and transactions with composure
  • This full-time opportunity is available in the Portsmouth, NH office or through the Workplace Flexibility/Work from Home program. This position is available as full time Remote and is open to candidates across the US.

Our Call Center hours are 8:00am-6:00pm EST. Shifts are from 8:00-4:00, 9:00-5:00 and 10:00-6:00. Shift hours are in the Eastern time zone. Please ensure you are available for all shift times when applying; schedules rotate monthly. Our target start date for this role is May 11, 2020.

If you are ready to unleash your potential it’s time to start your career with Manulife/John Hancock.

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