Customer Service Representative

This is a fully remote position, open to applicants in Arizona, +2 more states.

📋 Description

• Deliver exceptional customer service to policyholders, agents, and other stakeholders via inbound calls, emails, and chat.

• Manage a significant volume of customer inquiries efficiently.

• Evaluate issues and offer comprehensive, proactive solutions.

• Utilize technology and software systems to accurately document customer interactions.

• Showcase emotional intelligence and understanding to foster positive relationships with customers and advisors.

• Keep abreast of products, services, and industry regulations.

• Offer precise information and assist customers in achieving their financial and health objectives.

• Collaborate with team members and various departments to address complex customer concerns.

• Seek assistance when necessary.

• Enhance the perception of John Hancock within the marketplace.

⛳️ Requirements

• Demonstrated experience in a high-paced customer service setting.

• Strong technical proficiency and the ability to navigate multiple computer systems and software applications.

• Commitment to fulfilling customer needs with prompt and accurate responses.

• Capability to thrive in a dynamic, fast-paced environment while maintaining professionalism and composure.

• Skill in building customer satisfaction and loyalty.

• Ability to meet quality standards consistently.

• Proficiency in transforming customer issues into positive service experiences.

• Ability to work collaboratively in a team setting and resolve issues both accurately and independently.

• Exceptional technical skills, research capabilities, and attention to detail.

• Confidence in acquiring and applying information swiftly.

• Familiarity with financial services is an advantage.

🏝️ Benefits

• Flexible work environment.

• Support for learning and career advancement.

• Health insurance coverage.

• Dental insurance options.

• Mental health benefits.

• Vision insurance plans.

• Short- and long-term disability insurance.

• Life and AD&D insurance.

• Adoption and surrogacy benefits.

• Wellness programs.

• Employee and family assistance plans.

• Retirement savings plans.

• Pension and 401(k) savings plans.

• Global share ownership plan with employer matching contributions.

• Financial education and counseling resources.

• Up to 11 paid holidays.

• 3 personal days.

• 150 hours of vacation time.

• 40 hours of sick leave, or more as mandated by law.

• Statutory leaves of absence.

• Incentive compensation linked to both business and individual performance.