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, email, and chat.

• Manage a high volume of customer inquiries, analyzing issues to provide thorough, proactive solutions.

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

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

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

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

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

• Seek assistance as needed.

• Meet quality standards and enhance customer satisfaction and loyalty.

• Convert problem-solving scenarios into positive service experiences.

• Enhance the perception of John Hancock within the marketplace.

⛳️ Requirements

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

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

• Capacity to provide timely and accurate information regarding products and service offerings.

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

• Aptitude for working in a team setting and resolving issues both accurately and independently.

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

• Confidence in quickly learning and applying new information.

• Familiarity with financial services is advantageous.

🏝️ Benefits

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

• Comprehensive health, dental, mental health, and vision coverage.

• Short- and long-term disability insurance.

• Life and AD&D insurance coverage.

• Adoption and surrogacy benefits.

• Wellness initiatives.

• Employee and family assistance plans.

• 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 mandated by law.

• Statutory leaves of absence.

• Flexible remote working options.

• Support for learning and career advancement.

• Well-being and inclusion initiatives.