Manulife Hiring for Customer Service Representative at Waterloo, ON Full Time

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.

Working Arrangement

Job Description

Are you passionate about working with customers, building relationships, and being part of a growing business? Then we would love to have you join our Retirement Services Team as a Customer Service Representative!

With the customer as the main focus, this role will take a proactive approach to every customer interaction, to ensure a high-quality Manulife/John Hancock experience. This role is primarily accountable for managing, resolving, and communicating service requests for US Retirement clients. It is a client servicing role assisting customers with their 401k pension plan (similar to our Canadian RRSP). 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. The role also has responsibility for Customer Protection around Personally Identifiable Information and risk mitigation including Account Take Over and Fraud. All clients are US based and service is provided over the phone and by email.

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. Provide information and insight on insurance, group benefit, retirement or banking products the member/policy holder may have, typically related to coverage, benefits payments, follow up on outstanding information requests or policy features.

Effectively use multiple administrative systems to resolve inquiries, within the defined service standards. Assist customers with the completion of appropriate forms and other policy requirements

Respond to customer inquiries on insurance/investment policies and claims

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

Process transactions on behalf of clients if/when required

Job Requirements:
Bilingualism in English/Spanish is an asset

Excellent communications skills (verbal and written)

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

Ability to work effectively within a high volume and fast paced work environment

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

Canadian Stat Holidays – employees are required to work some Canadian stat holidays on a rotational basis. Overtime pay or time off in lieu is provided for working stat holidays.

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 [email protected] .