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Customer Support Representative

Manulife Financial Corporation

Job Overview

Location

美国,- 马萨诸塞州全职远程

Job Type

Full-time

Full Job Description

📋 Description

• Be the reassuring voice that turns uncertainty into confidence for thousands of Manulife / John Hancock clients and financial advisors. As a Customer Support Representative you will own the end-to-end experience on every call, chat, or email—whether it is a simple contract question or a multi-step transaction that needs creative problem-solving.
• Own the first impression and the lasting relationship. You will greet callers with warmth, listen actively, and translate complex brokerage and managed-product language into plain-English answers that empower clients to make informed decisions.
• Master the art of first-call resolution. You will leverage deep product knowledge, policy guidelines, and critical-thinking skills to resolve issues on the spot, reducing follow-ups and elevating Net Promoter Scores.
• Navigate multiple systems simultaneously—CRM, trading platforms, document repositories—while maintaining accuracy and speed. You will toggle between screens, update records in real time, and ensure every interaction is documented to regulatory standards.
• Protect and enhance the Manulife brand. Every interaction is an opportunity to strengthen trust; you will turn frustrated callers into loyal advocates by demonstrating empathy, ownership, and follow-through.
• Collaborate across teams. When an inquiry exceeds your scope, you will seamlessly escalate to specialized units—trading, compliance, or retirement services—while keeping the client informed and confident.
• Meet and exceed measurable service goals: quality scores ≥ 90 %, average handle time within target, and customer satisfaction ≥ 4.5/5. You will review your own call recordings, participate in calibration sessions, and implement feedback within 48 hours.
• Continuously upskill. Two weeks of paid, instructor-led virtual training (9 a.m.–5 p.m. EST) will immerse you in products, systems, and compliance. Afterward, you will complete monthly micro-learning modules and quarterly certification refreshers to stay ahead of regulatory and product changes.
• Champion process improvement. You will log recurring pain points, suggest knowledge-base updates, and pilot new scripts or workflows that reduce call volume and improve client outcomes.
• Embrace a flexible, fully remote lifestyle. Once training ends, you will select an 8-hour shift between 9 a.m. and 5 p.m. EST (30-minute lunch included) that aligns with your life and our service-level commitments.
• Thrive in a culture that celebrates diversity and well-being. You will join daily huddles, monthly town halls, and optional Employee Resource Groups that make inclusion more than a buzzword.
• Contribute to a Fortune 500 company recognized by Forbes as a Global Best Employer 2022 and by the Human Rights Campaign as a Best Place to Work for LGBTQ Equality 2022. Your daily work directly supports Manulife’s mission of helping people make decisions easier and lives better.

🎯 Requirements

• High-school diploma or post-secondary education; prior customer service or financial-services experience is a plus
• Demonstrated ability to manage high-volume inbound calls while navigating multiple software platforms simultaneously
• Exceptional verbal communication skills, professional telephone etiquette, and proven problem-resolution abilities
• Flexibility to work any 8-hour shift between 9 a.m.–5 p.m. EST after completion of 2-week virtual training (9 a.m.–5 p.m. EST)
• Preferred: active SIE, Series 6 or 7, and Series 63 licenses OR willingness to obtain within 12 months; working knowledge of IRAs and retirement products

🏖️ Benefits

• Competitive base salary of $38,550–$64,250 USD plus performance-based incentive pay and annual merit increases
• Comprehensive, customizable benefits: medical, dental, vision, mental-health, short- and long-term disability, life and AD&D, adoption and surrogacy assistance, and wellness programs
• Retirement security through 401(k) with company match, pension plan, global share-ownership plan, and free one-on-one financial counseling
• Generous paid time off: 11 holidays, 3 personal days, 150 vacation hours, and 40 sick hours each year, plus statutory leaves and flexible work arrangements

Skills & Technologies

Remote

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Manulife Financial Corporation

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About Manulife Financial Corporation

Manulife Financial Corporation is a multinational insurance and financial services provider headquartered in Toronto, Canada. Established in 1887, it offers life and health insurance, retirement and pension plans, asset and wealth management through its John Hancock and Manulife brands. The company operates across North America and Asia, serving individual, group, and institutional clients. Manulife is listed on the Toronto, New York, and Philippine stock exchanges. It focuses on delivering investment, insurance, and advisory solutions to meet long-term financial security needs globally.

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