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Customer Support Representative

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Manulife

2mo ago

  • Job
    Full-time
    Entry, Junior, Mid & Senior Level
  • Customer Relations
    Sales & Business Development
  • United States
    Remote

AI generated summary

  • You need post-secondary education or a diploma, customer service experience, strong communication skills, multitasking ability, and preferred certifications in finance and retirement products.
  • You will deliver reliable service, resolve customer inquiries, enhance satisfaction, achieve productivity targets, collaborate with team members, and participate in ongoing training.

Requirements

  • Post-secondary education or high school diploma
  • Customer Service or Financial Services experience (preferred)
  • Outstanding verbal communication skills and strong telephone etiquette
  • Ability to multi-task effectively in a lively environment
  • Flexibility and adaptability to change in a fast-paced call center setting
  • Proven problem resolution skills
  • Effective listening and interpersonal skills
  • Proficiency in computer applications and software
  • Strong customer service orientation
  • Business writing skills
  • Current SIE, Series 6 or 7, Series 63 certifications (preferred)
  • Knowledge of IRAs and retirement products (preferred)

Responsibilities

  • Deliver trusted, professional, and reliable service to Manulife clients and build customer satisfaction and loyalty
  • Meet quality expectations to ensure a positive client experience
  • Achieve productivity targets to maximize team service levels
  • Provide effective and timely resolution for a range of customer inquiries
  • Maintain a positive and cooperative tone with customers and colleagues
  • Strive for first-call resolution of customer issues
  • Translate complex scenarios into positive service experiences through problem resolution
  • Enhance the perception of Manulife in the marketplace
  • Work collaboratively within a team while resolving issues independently when necessary
  • Participate in ongoing training to stay updated on product, industry, and policy changes
  • Perform additional duties as assigned to support team and organizational goals

FAQs

Is the Customer Support Representative position remote?

Yes, the Customer Support Representative role is a full-time remote position based within the United States.

What are the primary responsibilities of a Customer Support Representative at Manulife?

The primary responsibilities include delivering trusted service to clients, addressing customer inquiries related to Brokerage Services and Managed Product lines, resolving customer issues effectively, and maintaining a positive experience for clients.

What qualifications are required for this position?

Candidates should have post-secondary education or a high school diploma, customer service or financial services experience (preferred), outstanding verbal communication skills, and proven problem resolution abilities, among other preferred qualifications.

Are there any preferred certifications for this role?

Yes, preferred certifications include current SIE, Series 6 or 7, and Series 63. Additionally, knowledge of IRAs and retirement products is also preferred.

What sort of training is provided for this position?

Ongoing training is provided to stay current with product offerings, industry regulations, and company policies.

What are the expected working conditions in this role?

The role involves working in a dynamic and fast-paced call center environment where flexibility and adaptability to change are essential.

What types of benefits does Manulife offer for this position?

Benefits include comprehensive health, dental, mental health, and vision insurance coverage, disability insurance, life insurance, generous paid time off, flexible work arrangements, and retirement savings plans with employer matching contributions.

What qualities are important for a successful Customer Support Representative at Manulife?

Important qualities include strong communication and problem-solving skills, effective listening and interpersonal abilities, a customer service orientation, and the capability to multi-task effectively in a lively environment.

Does Manulife provide opportunities for professional growth?

Yes, Manulife offers opportunities for professional growth and encourages continuous learning within the organization.

Is Manulife an equal opportunity employer?

Yes, Manulife is committed to fostering an inclusive workplace and embraces diversity, ensuring that recruitment, retention, and advancement practices are conducted without discrimination.

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Manulife

Finance
Industry
10,001+
Employees

Mission & Purpose

Manulife is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, we operate as Manulife across our offices in Canada, Asia, and Europe, and primarily as John Hancock in the United States. We have more than 40,000 employees, over 116,000 agents serving ~34 million customers worldwide, and over $1.3 trillion in assets under management and administration.