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Customer Service Representative

2 weeks ago

Halifax, Canada Manulife Full time

We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive. Discover how you can grow your career, make impact and drive real change with our Winning Team today.

**Working Arrangement**

Hybrid

**The Opportunity**

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

Our customers are our top priority. 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.

Since we serve US customers, our department remains open during **Canadian statutory holidays that don’t overlap with US statutory holidays **(Victoria Day, Canada Day, Civic Holiday, Canadian Thanksgiving, Boxing Day, etc.).

**Responsibilities**
- 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.

**What motivates you?**
- You obsess about customers, listen, engage, and act for their benefit.
- You think big, with curiosity to discover ways to use your agile approach and enable business outcomes.
- You thrive in teams and enjoy getting things done together.
- You take ownership and build solutions, focusing on what matters.
- You do what is right, work with integrity and speak up.
- You share your humanity, helping us build a diverse and inclusive work environment for everyone.

**What We Are Looking For**
- Background in customer service (at least 2 years is ideal).
- Excellent communication skills, both verbal and written are required. Bilingualism in English/Spanish is an asset.
- Ability to deal with a wide variety of personalities in a professional manner.
- Confidence to handle unclear/unfamiliar expectations from customers.
- Assisting callers with website and app navigation/registration/account reset.
- 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.
- Assuming responsibility and taking ownership until resolution.
- Capacity to work independently or with mínimal direction, within a team.
- Knowledge of our business policies, procedures, and concepts.
- Post-secondary education with industry certification is preferred or equivalent work experience.
- Knowledge of 401k/pension plans (or Canadian equivalents) is an asset.

**What can we offer you?**
- A competitive salary and benefits packages.
- A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.
- A focus on growing your career path with us.
- Flexible work policies and strong work-life balance.
- Professional development and leadership opportunities.

**Our commitment to you**
- Values-first culture: We lead with our Values every day and bring them to life together.
- Boundless opportunity: We create opportunities to learn and grow at every stage of your career.
- Continuous innovation: We invite you to help redefine the future of financial services.
- Delivering the promise of Diversity, Equity, and Inclusion: We foster an inclusive workplace where everyone thrives.
- Championing Corporate Citizenship: We build a business that benefits all stakeholders and has a positive social and environmental impact.

LI-Hybrid

**About Manulife and John Hancock**

Manulife Financial Corp