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 partners via inbound calls, emails, and chat.

• Manage a high volume of customer inquiries while analyzing issues to provide comprehensive and proactive solutions.

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

• Exhibit emotional intelligence and empathy to foster positive relationships with customers and advisors.

• Remain updated on products, services, and industry regulations.

• Assist customers in achieving their financial and health objectives by providing precise information.

• Work in collaboration with team members and other departments to address complex customer challenges.

• Seek assistance when necessary.

• Offer dependable, professional, and trustworthy service to John Hancock customers.

• Enhance customer satisfaction, loyalty, and the overall image of John Hancock in the marketplace.

⛳️ Requirements

• Demonstrated experience in a dynamic customer service setting.

• Strong technical skills with the ability to navigate various computer systems and software applications.

• Capable of providing prompt and accurate information regarding products and services.

• Ability to thrive in a fast-paced, constantly evolving environment while maintaining composure and professionalism.

• Skilled in fostering customer satisfaction and loyalty.

• Meet quality standards and create positive experiences for customers.

• Translate problem-solving scenarios into beneficial service experiences.

• Collaborate effectively in a team environment and resolve issues both accurately and independently.

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

• Confidence in quickly learning and applying new information.

• Knowledge of financial services is advantageous.

🏝️ Benefits

• Incentive programs and compensation linked to both business and individual performance.

• Comprehensive health, dental, mental health, vision, short- and long-term disability, life, and AD&D insurance coverage.

• Adoption/surrogacy and wellness benefits.

• Employee and family assistance programs.

• Retirement savings plans, including pension and 401(k) options.

• Global share ownership plan with employer matching contributions.

• Access to financial education and counseling resources.

• Up to 11 paid holidays each year.

• 3 personal days each year.

• 150 hours of vacation time annually.

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

• Statutory leaves of absence.

• Flexible work environment.

• Support for learning and career development.

• Assistance for well-being and inclusion.