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Posted over 1 year ago

Customer Care Associate Job ID: 0376779 Job Category: Business Operations Group Location: Work At Home, NH US Job Type: Full Time 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 General Accountability/Description: Responsible for delivering superior customer service to clients and financial advisors and building customer satisfaction and loyalty. Our inbound call center is fast paced, high performing and a great place to learn and grow in your career. Customer requests range from basic product and contract inquiries to more complex transactions and problem resolution. Some calls may be a mixture of requests and require multitasking or prioritizing items. Responsibilities: 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 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 Engage in active listening with callers, confirming or clarifying information and diffusing escalated clients, as needed. Provide online assistance to policy holders and advisors if they’re having any issues Coordinate with other departments to determine client/client request eligibility and status Processing of investment changes Knowledge/Skills/Competencies/Education: Possess the ability to multi-task multiple systems Outstanding verbal communication skills and strong telephone etiquette Post-secondary education or high school diploma Customer Service or Financial Services experience a plus 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 Ability to handle an array of questions and transactions with composure Able to troubleshoot and problem solve independently This is a full time, Work from Home opportunity. This position is available across all States in the USA. Shift hours are in the Eastern time zone. Training Class begins April 8, 2019 and runs for 4 weeks; hours are 9:00am-5:00pm EST. After Training is complete, a shift rotation begins. The hours are: 8:00am-4:00pm EST and 9:00am-5:00pm EST. The rotation is on a monthly basis. Please ensure you are available for both shift times when applying. LI-JH- JHC If you are ready to unleash your potential it’s time to start your career with Manulife/John Hancock. About Manulife Manulife Financial Corporation is a leading international financial services group that helps people achieve their dreams and aspirations by putting customers’ needs first and providing the right advice and solutions. We operate as John Hancock in the United States and Manulife elsewhere. We provide financial advice, insurance, as well as wealth and asset management solutions for individuals, groups and institutions. At the end of 2016, we had approximately 35,000 employees, 70,000 agents, and thousands of distribution partners, serving more than 22 million customers. At the end of 2016, we had $977 billion (US$728 billion) in assets under management and administration, and in the previous 12 months we made almost $26 billion in payments to our customers. Our principal operations are in Asia, Canada and the United States where we have served customers for more than 100 years. With our global headquarters in Toronto, Canada, we trade as ‘MFC’ on the Toronto, New York, and the Philippine stock exchanges and under ‘945’ in Hong Kong. Manulife is committed to supporting a culture of diversity and accessibility across the organization. It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will consult with applicants contacted to participate at any stage of the recruitment process who request an accommodation. Information received regarding the accommodation needs of applicants will be addressed confidentially.