Customer Service Representative

Manulife

. Provide customer service to policyholders, agents, and other collaborators through inbound calls, email, and chat .

Posted 9/22/2026full-timeRemote • United StatesMid-LevelSenior💰 $36,880 - $57,625 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong customer service skills by effectively managing high volumes of inquiries and providing proactive solutions. Exhibits technical proficiency in navigating multiple software systems while maintaining a focus on customer satisfaction and loyalty.

Highest-signal resume keywords

Customer Service ExperienceTechnical SkillsProblem ResolutionAttention to DetailFinancial Services Knowledge

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Interaction RecordingProblem AnalysisProactive Solution DevelopmentResearch SkillsMulti-Software Navigation

Soft Skills

Emotional IntelligenceTeam CollaborationCalm Under PressureProfessional MannerCustomer Relationship Building

Industry Keywords

Financial ServicesCustomer SatisfactionCustomer LoyaltyIndustry RegulationsService Offerings

About the role

Key responsibilities & impact

Provide customer service to policyholders, agents, and other collaborators through inbound calls, email, and chat
Handle high volumes of customer inquiries and analyze problems to provide detailed, proactive solutions
Use technology and software systems to accurately record customer interactions
Demonstrate emotional intelligence and understanding to build positive relationships with customers and advisors
Stay current on products, services, and industry regulations
Support customers' financial and health goals with accurate information
Collaborate with team members and other departments to resolve complex customer issues
Seek support when required
Deliver trusted, professional, and reliable service to John Hancock customers
Strengthen customer satisfaction, loyalty, and the perception of John Hancock in the marketplace

Requirements

What you’ll need

Proven experience working in a fast-paced customer service environment
Strong technical skills and ability to navigate multiple computer systems and software applications
Ability to provide timely, accurate responses regarding products and service offerings
Ability to excel in a fast-paced, ever-changing environment while maintaining a calm and professional manner
Ability to build customer satisfaction and loyalty
Ability to meet quality expectations and create positive customer experiences
Ability to translate problem-resolution scenarios into positive service experiences
Ability to work in a team environment and resolve issues accurately and independently
Exceptional technical capabilities, research skills, and attention to detail
Confidence in learning and applying information quickly
Knowledge of financial services is a plus

Benefits

Comp & perks

Incentive programs and incentive compensation tied to business and individual performance
Health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage
Adoption/surrogacy and wellness benefits
Employee/family assistance plans
Retirement savings plans, including pension/401(k) savings plans
Global share ownership plan with employer matching contributions
Financial education and counseling resources
Up to 11 paid holidays annually
3 personal days annually
150 hours of vacation annually
40 hours of sick time annually, or more where required by law
Statutory leaves of absence
Flexible work environment
Learning and career growth support
Well-being and inclusion support