Are you looking for a supportive, collaborative workplace with great teams and inspiring leaders? You’ve come to the right place. We’re looking for ambitious people who share our values and want to make every day better for people around the world. If this sounds like you, and the career below sounds exciting, we’d like to hear from you.

Job Description

With the customer as the main focus, this role will take a proactive approach to every customer interaction, to ensure a high quality Manulife experience.

This role is primarily accountable for managing, resolving and communicating service requests that are progressively more complex. Covering a comprehensive suite of products, tools and services this role utilizes multiple systems, platforms and methods as outlined within the department training plan to meet service level standards.

Incumbents fully understand that the customer is at the center of everything we do, and demonstrate behaviors that exemplify this.

Key Accountabilities

Accurately and thoroughly handle increasingly complex client service requests at initial point of contact

Effectively use multiple administrative systems to resolve inquiries, within the defined service standards

Take a proactive role in identifying and reporting areas of continuing client concern (trends) and make recommendations to help develop and implement strategies to resolve the issues in order to improve the service experience

Recommend client centered resolutions to issues and identify and initiate exceptions within guidelines

Identify opportunities and make recommendations to improve operational processes and practices

Responsible for contributing to a strong collaborative team and building customer working relationships while providing excellent customer service

Keep current with company policies, procedures and processes

Meet expectations relative to productivity, accuracy and service excellence

* Position with NO sales

* Must be available Monday to Friday 8:00AM to 8:00PM

* Benefits as of your first day of hire

Qualifications

Customer service focus and skills

Ability to build positive relationships between customer/company

Commitment to achieving high levels of service excellence

Ability to work independently or with minimal direction, within a team

Excellent communications skills (verbal and written) in English and French

Analytical and problem solving skills

Assuming responsibility and taking ownership until resolution

Knowledge of our business policies, procedures and concepts

Ability to effectively organize, prioritize and multi-task

Attention to detail

Post-secondary education with industry certification is preferred or equivalent work experience

Ability to work collaboratively with teams and peers

#M-CA-IN-CM

Every career at Manulife/John Hancock provides the opportunity to learn new skills and move your career forward. Ready to make an impact somewhere? What are you waiting for? Apply today.

About John Hancock and Manulife

John Hancock is a unit of Manulife Financial Corporation, a leading international financial services group that helps people make their decisions easier and lives better. We operate primarily as John Hancock in the United States, and Manulife globally, including Canada, Asia and Europe. We provide financial advice, insurance and wealth and asset management solutions for individuals, groups and institutions. Assets under management and administration by Manulife and its subsidiaries were CAD$1.3 trillion (US$1.1 trillion) as of June 30, 2021. Manulife Financial Corporation trades as MFC on the TSX, NYSE, and PSE, and under 945 on the SEHK. Manulife can be found at manulife.com .

One of the largest life insurers in the United States, John Hancock supports more than 10 million Americans with a broad range of financial products, including life insurance , annuities , investments , 401(k) plans , and education savings plans . Additional information about John Hancock may be found at johnhancock.com .

Manulife is an Equal Opportunity Employer

At Manulife /John Hancock , we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour , ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process . All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies . To request a reasonable accommodation in the application process, contact recruitment@manulife.com .

If you are applying for this role outside of the primary location, please contact recruitment@manulife.com for the salary range for your location. The actual salary will vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training. Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.

Manulife offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plans. We also offer eligible employees various retirement savings plans (including pension and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in Canada includes holidays, vacation, personal, and sick days, and we offer the full range of statutory leaves of absence. If you are applying for this role in the U.S., please contact recruitment@manulife.com for more information about U.S.-specific paid time off provisions.