Customer Service Representative

1 week ago

Halifax Regional Municipality, Canada Compunnel Inc. Full time

Candidate Value Proposition

  • The successful candidate will have exposure to US markets and the opportunity to join a team that is engaged and focused on individual growth and fun

Typical Day in Role

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.

  • 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.
  • Assisting callers with website and app navigation/registration/account reset.

Candidate Requirements/Must Have Skills:

  1. Minimum 3-4 years of previous customer service/ administrative/ call center experience
  2. Previous experience working in an in- office/hybrid work arrangement
  3. Previous exposure to being measured against KPIs

Soft Skills

  • Assuming responsibility and taking ownership until resolution.
  • Capacity to work independently or with minimal direction, within a team.
  • 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. (priority)*
  • Ability to deal with a wide variety of personalities in a professional manner.
  • Confidence to handle unclear/unfamiliar expectations from customers.
  • Problem solving, critical thinking (priority)*

Nice-To-Have Skills:

  • Knowledge of 401k/pension plans (or Canadian equivalents) is an asset.
  • Bilingualism in English/Spanish is an asset.
  • Some understanding of financial services concepts

Education:

Post-secondary education with industry certification is preferred or equivalent work experience

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