Job Description:

Are you passionate about working with customers, building relationships, and being part of a growing business? Then we would love to have you join our Retirement Services Team as a Customer Service Representative!
With the customer as the main focus, this role will take a proactive approach to every customer interaction, to ensure a high-quality Manulife/John Hancock experience. This role is primarily accountable for managing, resolving, and communicating service requests for US Retirement clients. It is a client servicing role assisting customers with their 401k pension plan (similar to our Canadian RRSP). Covering a comprehensive suite of products, tools and services, this role utilizes multiple systems, platforms and methods as outlined within the department training plan to meet service level standards. The role also has responsibility for Customer Protection around Personally Identifiable Information and risk mitigation including Account Take Over and Fraud. All clients are US based and service is provided over the phone and by email.

Incumbents fully understand that the customer is at the center of everything we do and demonstrate behaviors that exemplify this.

Key Accountabilities:

Accurately and thoroughly handle increasingly complex client service requests at initial point of contact. Provide information and insight on insurance, group benefit, retirement or banking products the member/policy holder may have, typically related to coverage, benefits payments, follow up on outstanding information requests or policy features. Effectively use multiple administrative systems to resolve inquiries, within the defined service standards. Assist customers with the completion of appropriate forms and other policy requirements Respond to customer inquiries on insurance/investment policies and claims Take a proactive role in identifying and reporting areas of continuing client concern (trends) and make recommendations to help develop and implement strategies to resolve the issues in order to improve the service experience Recommend client centered resolutions to issues and identify and initiate exceptions within guidelines Identify opportunities and make recommendations to improve operational processes and practices Responsible for contributing to a strong collaborative team and building customer working relationships while providing excellent customer service Keep current with company policies, procedures and processes Meet expectations relative to productivity, accuracy and service excellence Process transactions on behalf of clients if/when required

Job Requirements (Education, Experience, Knowledge, Skills and Competencies):

Competent :

• Customer service focus and skills

• Ability to build positive relationships between customer/company

• Commitment to achieving high levels of service excellence

• Ability to work independently or with minimal direction, within a team

• Excellent communications skills (verbal and written) in English and/or Spanish

• Analytical and problem solving skills

• Assuming responsibility and taking ownership until resolution

• Knowledge of our business policies, procedures and concepts

• Ability to effectively organize, prioritize and multi-task

• Attention to detail

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

• Ability to work collaboratively with teams and peers

Key Problems/Challenges:

• Confidently dealing with unclear/unfamiliar expectations from clients

• Managing time effectively within a high volume and fast paced work environment

• Dealing with multiple cases simultaneously in a timely manner

• Maintaining procedural expertise, broad knowledge and keeping current with our systems and products in our rapidly changing environment

• Able to deal with differing opinions and personalities in a professional manner