We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive. Discover how you can grow your career, make impact and drive real change with our Winning Team today. Working Arrangement At Home Job Description Is it possible to find a career you love with a global organization that supports your continued growth and success? ABSOLUTELY! Where do you ask? Look no further than John Hancock! The Customer Service Professional is responsible for delivering superior customer service to clients and financial advisors and building customer satisfaction and loyalty. Customer requests range from basic product and contract inquiries to more complex transactions and problem resolution. Key Accountabilities: Deliver trusted, professional, and reliable service to John Hancock clients and build customer satisfaction and loyalty Meet quality expectations to ensure a positive client experience Meet productivity expectations to enhance team service levels Provide effective and timely resolution of a range of customer inquiries Strike a positive and cooperative tone with both customers and coworkers Strive for first-call resolution of customer issues Translate scenarios that require problem resolution to positive service experiences Strengthen the perception of John Hancock in the marketplace Possess the ability to work in a team environment, as well as being able to resolve issues accurately and independently Complete ongoing training to stay abreast of product, industry, service, and policy changes Other duties as assigned Job Requirements: Post-secondary education or high school diploma Customer Service or Financial Services experience a plus ability to thrive in a lively working environment and manage multiple tasks Outstanding verbal communication skills and strong telephone etiquette Possess the ability to multi-task Flexibility and ability to adjust and succeed in a rapidly changing, fast-paced call center environment Demonstrated problem resolution skills Effective listening skills Demonstrated computer efficiency Outstanding customer service skills Business writing skills What we offer: Competitive base salary and annual performance bonus Paid Training starting on Day 1 Comprehensive benefits package from Day 1 2 weeks paid vacation along with 6 paid personal days and 5 paid sick days Online learning programs driven to focus your career development at your own pace Career growth and leadership support to achieve your goals #LI-JH #LI-Remote About Manulife and John Hancock Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Asia, Canada, and Europe, and primarily as John Hancock in the United States. We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups and institutions. At the end of 2022, we had more than 40,000 employees, over 116,000 agents, and thousands of distribution partners, serving over 34 million customers. At the end of 2022, we had $1.3 trillion (US$1.0 trillion) in assets under management and administration, including total invested assets of $0.4 trillion (US $0.3 trillion), and segregated funds net assets of $0.3 trillion (US$0.3 trillion). We trade as ‘MFC’ on the Toronto, New York, and the Philippine stock exchanges, and under ‘945’ in Hong Kong. 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. Salary & Benefits The annual base salary for this role is listed below. Primary Location USA, Massachusetts - Full Time Remote Salary range is expected to be between $32,100.00 USD - $53,500.00 USD 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/John Hancock 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/401(k) savings plans and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in the U.S. includes up to 11 paid holidays, 3 personal days, 150 hours of vacation, and 40 hours of sick time (or more where required by law) each year, and we offer the full range of statutory leaves of absence. Know Your Rights I Family & Medical Leave I Employee Polygraph Protection I Right to Work I E-Verify I Pay Transparency Company: John Hancock Life Insurance Company (U.S.A.) We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive. We offer work that challenges and makes a difference within a flexible and supportive environment, so you can help make decisions easier and lives better for our customers. We’re proud of our accomplishments and recognitions. Recent awards include: Forbes 2022 World’s Best Employers Canada’s Top 100 Employers 2023 Best Place to Work in Asia-Pacific 2022 Canada’s Top Employers for Young People 2023 Best Place to Work for LGBTQ Equality 2022 To receive our latest job opportunities directly to your inbox, create an account or sign in and navigate to the 'Job Alerts' section located in the top right corner of the page. From there, you can sign up to receive job alerts. Discover how you can grow your career, make impact and drive real change with our Winning Team today at www.manulife.com/careers.