Customer Support Representative

About The CompanyManulife Financial Corporation is a leading international provider of financial services dedicated to helping individuals make informed decisions and live better lives. With a strong global presence, Manulife offers a wide range of insurance, wealth, and asset management solutions tailored to meet the diverse needs of its clients. The company's commitment to innovation, integrity, and customer-centricity has established it as a trusted name in the financial industry. Manulife emphasizes fostering an inclusive and equitable workplace, valuing diversity, and promoting continuous growth and development for its employees.About The RoleThis is a full-time remote position based within the United States, offering flexibility depending on the candidate's location. The primary responsibility of this role is to deliver exceptional customer service to clients and financial advisors by efficiently handling inquiries related to Manulife / John Hancock's Brokerage Services and Managed Product lines. Customer requests can vary from simple product or contract questions to complex transactions that require problem-solving skills. The role involves building customer satisfaction and loyalty through professional, reliable, and trusted service. The ideal candidate will be proactive in resolving issues, striving for first-call resolution, and maintaining a positive attitude with both clients and colleagues. This position provides an opportunity to grow within a global organization that supports your career development and personal well-being.QualificationsPost-secondary education or high school diplomaCustomer Service or Financial Services experience (preferred)Outstanding verbal communication skills and strong telephone etiquetteAbility to multi-task effectively in a lively environmentFlexibility and adaptability in a fast-paced call center settingProven problem resolution skillsEffective listening and active engagement skillsProficiency in computer systems and softwareStrong business writing skillsCurrent SIE, Series 6 or 7, Series 63 licenses (preferred)Knowledge of IRAs and retirement products (preferred)ResponsibilitiesProvide trusted, professional, and reliable service to Manulife clients and financial advisors, fostering customer satisfaction and loyaltyMeet quality standards to ensure a positive client experienceAchieve productivity expectations to maintain high service levelsRespond effectively and promptly to a wide range of customer inquiriesMaintain a positive and cooperative tone with customers and team membersStrive for first-call resolution to resolve customer issues efficientlyTranslate complex scenarios into positive service experiences through problem resolutionEnhance the perception of Manulife in the marketplace through excellent serviceWork collaboratively within a team environment while independently resolving issuesParticipate in ongoing training to stay updated on product, industry, and policy changesPerform other duties as assigned to support team and organizational goalsBenefitsComprehensive health, dental, and vision insurance plansWell-being and mental health support programsShort-term and long-term disability coverageLife insurance and accidental death and dismemberment coverageAdoption and surrogacy benefitsEmployee assistance programs and family support resourcesRetirement savings plans, including 401(k) options with employer contributionsFinancial education and advisory resourcesGenerous paid time off, including holidays, personal days, vacation, and sick leaveFlexible work arrangements and a supportive work environmentEqual OpportunityManulife and John Hancock are committed to creating an inclusive and diverse workplace. We are an equal opportunity employer and do not discriminate based on race, ethnicity, gender, age, religion, sexual orientation, gender identity, disability, veteran status, or any other protected characteristic. We actively promote equity in hiring, retention, advancement, and compensation practices. We are dedicated to removing barriers and providing reasonable accommodations during the application process.