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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong customer service skills by effectively managing high volumes of inquiries and providing proactive solutions. Proficient in utilizing technology and software systems to enhance customer interactions and support financial and health goals.
Highest-signal resume keywords
Customer Service ExperienceTechnical SkillsProblem ResolutionAttention to DetailFinancial Services Knowledge
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer Interaction RecordingProblem AnalysisSolution DeliveryResearch SkillsMulti-Software Navigation
Soft Skills
Emotional IntelligenceTeam CollaborationCalm Under PressureProfessionalismCustomer Relationship Building
Industry Keywords
Financial ServicesCustomer SatisfactionQuality ExpectationsProactive SolutionsIndustry Regulations
About the role
Key responsibilities & impact- Provide customer service to policyholders, agents, and other collaborators through inbound calls, email, and chat
- Handle a high volume of customer inquiries and analyze problems to provide detailed, proactive solutions
- Use technology and software systems to accurately record customer interactions and deliver solutions
- Demonstrate emotional intelligence and understanding to build positive relationships with customers and advisors
- Stay updated 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
- Meet quality expectations and build customer satisfaction and loyalty
- Translate problem-resolution scenarios into positive service experiences
- Strengthen 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 and accurate responses about products and service offerings
- Ability to work in a fast-paced, ever-changing environment while remaining calm and professional
- 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, and vision coverage
- Short- and long-term disability insurance
- Life and AD&D insurance coverage
- Adoption/surrogacy benefits
- 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
- 3 personal days
- 150 hours of vacation
- 40 hours of sick time, or more where required by law
- Statutory leaves of absence
- Flexible remote working arrangement
- Learning and career growth support
- Well-being and inclusion support