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Customer Service Representative

John Hancock

John Hancock

Customer Service
Posted on Wednesday, November 15, 2023

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


Job Description

The Opportunity:

We are looking for customer service oriented people with insurance knowledge to join our Wining Team!

Our Canadian Insurance National Desk team actively listen to our client's needs and find tailor-made solutions for them while being mindful of minimizing costs and respecting all relevant standards and legislations. They also lead business relationships, liaise among various stakeholders, and tackle daily tasks in a professional, timely and efficient manner. Their commitment to providing a great customer experience is contributing to our continued success. You share our customer satisfaction objective. You have a strong interest to learn about financial products as well as group savings and insurance products to better serve our many stakeholders. You patiently and clearly provide information in a professional manner. You are always ready to lend a helping hand. You make everyone on the phone and around you important. With this positive attitude you have a bright future with us.

Your contribution: Provide an amazing customer experience on incoming calls, which builds lasting client relations, become an expert on our products, services, systems with our in-house training, serve as a liaison between customers and other teams to ensure responsiveness and quality customer service, participate in various process improvement activities and departmental/divisional initiatives, strive in an environment with set timelines (shift work, breaks, lengths of calls, etc.) and constructive feedback.


  • Accurately and thoroughly handle increasingly complex client service requests at initial point of contact.

  • Provide accurate and complete information and insight on insurance products the client may have.

  • 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 and investment policies.

  • 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 (AHT, Aux Usage, Reliability, Adherence, CX Contribution, etc.), Accuracy (QA, Compliance, etc.) and Service Excellence (tNPS).

  • Process transactions on behalf of clients if/when required.

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.

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

  • Customer service focus and skills

  • Life insurance license an asset

  • Work experience in contact center is necessary.

  • 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 French

  • 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

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.

Additional Requirements:

  • In this position you will work in a Hybrid role (Currently working Tuesday and Wednesday in the office; Monday, Thursday, and Friday at home).

  • An ethernet cable from your modem to your computer is required for the job. A private, secure workspace at home that is free of distractions and protects our customers privacy.

  • You may be required to work on a rotating work schedule a week at a time to accommodate customer calls from other time zones will be required (rotating start times between the hours of operation 8:00am - 8:00pm EST Monday - Friday). The Customer Service client base is Canada-wide. Flexibility is needed as client demand changes.

Although we list out what we generally look for, we are very likely missing other attributes and skills that you have that could make you a great fit, but are not currently listed. Research has shown this especially applies to women and other marginalized groups, who tend to apply if they check 100% of every box, versus men who apply if they hit roughly 60%. The point we’re getting at, it doesn’t hurt to take a chance and apply!

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Asia, Canada, and Europe, and primarily as John Hancock in the United States. We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups and institutions. At the end of 2022, we had more than 40,000 employees, over 116,000 agents, and thousands of distribution partners, serving over 34 million customers. At the end of 2022, we had $1.3 trillion (US$1.0 trillion) in assets under management and administration, including total invested assets of $0.4 trillion (US $0.3 trillion), and segregated funds net assets of $0.3 trillion (US$0.3 trillion). We trade as ‘MFC’ on the Toronto, New York, and the Philippine stock exchanges, and under ‘945’ in Hong Kong.

Manulife is an Equal Opportunity Employer

At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact

Salary & Benefits

Manulife offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plans. We also offer eligible employees various retirement savings plans (including pension and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in Canada includes holidays, vacation, personal, and sick days, and we offer the full range of statutory leaves of absence. If you are applying for this role in the U.S., please contact recruitment@manulife.com for more information about U.S.-specific paid time off provisions.