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 through various channels including inbound calls, email, and chat.

• Manage a substantial volume of customer inquiries effectively.

• Evaluate issues and offer comprehensive, 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.

• Stay informed about products, services, and industry regulations.

• Provide precise information that supports customers’ financial and health objectives.

• Collaborate with colleagues and different departments to address complex customer issues.

• Seek assistance when necessary.

• Convert problem-resolution scenarios into positive customer service experiences.

• Enhance John Hancock’s reputation in the market.

⛳️ Requirements

• Demonstrated experience in a dynamic customer service setting.

• Strong technical abilities and proficiency in navigating various computer systems and software applications.

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

• Capability to operate effectively in a fast-paced, constantly changing environment while maintaining composure and professionalism.

• Ability to provide trusted, professional, and dependable service.

• Capacity to meet quality standards consistently.

• Skill in working collaboratively within a team to resolve issues accurately and independently.

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

• Confidence in quickly learning and applying new information.

• Familiarity with financial services is a plus.

🏝️ Benefits

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

• Comprehensive health insurance coverage.

• Dental insurance benefits.

• Mental health support services.

• Vision insurance options.

• Short- and long-term disability insurance.

• Life and Accidental Death & Dismemberment (AD&D) insurance coverage.

• Adoption and surrogacy assistance.

• Wellness initiatives.

• Employee and family assistance programs.

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

• Global share ownership plan with employer matching contributions.

• Resources for financial education and counseling.

• Up to 11 paid holidays.

• 3 personal days.

• 150 hours of vacation time.

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

• Statutory leaves of absence.

• Flexible work environment.

• Support for learning and career advancement.

• Assistance for well-being and inclusion.