Are you passionate about being part of a growing business, working with diverse customers, and building relationships that will improve your experience? Then we would love to have you join our Retirement Services Team as a Customer Service Representative !
Our customers are our top priority. In this dynamic and ever-evolving role, you will take a proactive approach to every interaction, ensuring a high-quality Manulife/John Hancock experience. This position is part of our US Retirement Participant Center, where you will be responsible for handling inbound requests from 401(k) participants. Your tasks will include providing account information, processing investment changes and transactions (such as withdrawals and loans), making account information updates, assisting with website navigation in a UX-driven environment, and helping participants make informed decisions to live easier and better lives.
This is a full-time hybrid opportunity requiring you to be in-office just three (3) days per week (Tuesday, Wednesday & Thursday). We are open Monday through Friday 8 am to 10 pm (all times are Eastern) and although shifts can start between 8 am to 2 pm and rotate, the preferred shifts for this opening are 10 am to 6 pm, 11 am to 7 pm and 12 pm to 8 pm. Within those boundaries, successful candidates must be available for shifts that vary according to business demands.
Since we serve US customers, our department remains open during Canadian statutory holidays that don’t overlap with US statutory holidays (Victoria Day, Canada Day, Civic Holiday, Canadian Thanksgiving, Boxing Day, etc.).

QUALIFICATIONS:

• Background in customer service (at least 2 years is ideal).
• Excellent communication skills, both verbal and written are required. Bilingualism in English/Spanish is an asset.
• Ability to deal with a wide variety of personalities in a professional manner.
• Confidence to handle unclear/unfamiliar expectations from customers.
• Assisting callers with website and app navigation/registration/account reset.
• Managing time effectively within a high volume and fast paced work environment, including the ability to work through multiple cases simultaneously in a timely manner.
• Aptitude to build positive relationships between customer/company, effectively organize, prioritize and multi-task. Attention to detail.
• Assuming responsibility and taking ownership until resolution.
• Capacity to work independently or with minimal direction, within a team.
• Knowledge of our business policies, procedures, and concepts.
• Post-secondary education with industry certification is preferred or equivalent work experience.
• Knowledge of 401k/pension plans (or Canadian equivalents) is an asset.

• Providing excellent customer service on approximately 30-40 (inbound) calls per day.
• Process transactions (account/investment changes, withdrawals, loans).
• Provide information and insight on retirement accounts the participant may have, typically related retirement plan-specific provisions.
• Assist customers with the completion of appropriate forms, explain rejections.
• Keep current with company policies, procedures, and processes.
• Meet metrics relative to customer feedback (surveys), first contact resolution, productivity, accuracy, and reliability.
• Recommend client centered resolutions to issues and identify and initiate exceptions within guidelines.