Customer Service Representative-1
Company Name:
John Hancock
Key Focus/Scope:
The Customer Service Representative staffs an incoming 800 telephone line, processing transactions, performing research and providing performance history for end clients and financial representatives. The CSR is the liaison between external partners and internal departments and business units for the research and resolution of client issues.
Major
Responsibilities:
Deliver superior customer service to clients and financial advisors to build customer satisfaction and loyalty. Customer requests range from basic product and policy inquiries to more complex transactions and problem resolution.
Successfully complete initial and ongoing training to stay abreast of product, industry, service and policy changes. Possess the ability to work in a fast paced Call Center environment. Strong verbal communication and listening skills are required in addition to computer efficiency.
Meet quality expectations to ensure a positive client experience and productivity standards to maximize team service levels. Provide effective and timely resolution to a range of customer inquiries. Strike a positive and cooperative tone with both customers and co-workers.
Answer inbound calls: Provide information, conducts research, processes transactions and resolves problems for shareholders, brokers, registered representatives and industry business partners, as well as internal clients.
Works in a team based environment with shared goals. Supports team targets, department metrics and the greater corporate mission statement.
Maintains a positive, professional demeanor and supports an environment that values uncompromising excellence.
Promptly answers customer inquiries in a manner that exhibits quality service.
CSR must maintain a minimum internal call monitoring score, as well as meeting targets for Service Time, Accuracy and Attendance.
Supports the department Service Level metrics by managing time effectively and remaining in available status when calls are in queue.
Must seek continual evolution of personal communication skills, and must accept and incorporate feedback in a constructive manner.
Experience:
Prior experience in a customer service role. Financial Industry experience a plus, but not required.
BA / BS Degree or some Post Secondary completion required.
Familiarity with Microsoft Office Suite: E-Mail, basic Excel, basic Word.
Knowledge & Skills:
Must be capable of contributing and succeeding in a team based environment.
Communication and negotiation skills required.
Maturity, tact and professionalism required.
Problem solving and follow-through skills necessary.
Key Differentiator:
The Customer Service Representative is the voice of John Hancock Shared Services. The successful associate will position him / her self as an advocate for the caller and a diligent representative of the interests of the company. Balancing these priorities while pursuing the most globally effective resolutions will form the essential core of the CSR day to day responsibilities.
/This job description is intended to describe the general nature and level of the work being performed by employees in this job. It is not intended to be a complete list of all responsibilities, duties and skills required for this job classification./
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About John Hancock Financial and Manulife
John Hancock Financial is a division of Manulife, a leading Canada-based financial services group with principal operations in Asia, Canada and the United States. Operating as Manulife in Canada and Asia, and primarily as John Hancock in the United States, our group of companies offers clients a diverse range of financial protection products and wealth management services through its extensive network of employees, agents and distribution partners. Funds under management by Manulife and its subsidiaries were C$637 billion (US$597 billion) as at June 30 2014. Manulife Financial Corporation trades as 'MFC' on the TSX, NYSE and PSE, and under '945' on the SEHK. Manulife can be found on the Internet at .
The John Hancock unit, through its insurance companies, comprises one of the largest life insurers in the United States. John Hancock offers and administers a broad range of financial products, including life insurance, annuities, investments, 401(k) plans, long-term care insurance, college savings, and other forms of business insurance. Additional information about John Hancock may be found at
Agency submissions and contacts are by invitation only and must be initiated by John Hancock's Recruiting Department only. Unsolicited agency submissions will not be honored.
JOHN HANCOCK IS AN EQUAL OPPORTUNITY EMPLOYER - AA/F/M/D/V
LI-JH
Organization: USSS Operations
Title: Customer Service Representative-1
Location: New Hampshire-Portsmouth
Requisition ID: 1406773 Estimated Salary: $20 to $28 per hour based on qualifications.
John Hancock
Key Focus/Scope:
The Customer Service Representative staffs an incoming 800 telephone line, processing transactions, performing research and providing performance history for end clients and financial representatives. The CSR is the liaison between external partners and internal departments and business units for the research and resolution of client issues.
Major
Responsibilities:
Deliver superior customer service to clients and financial advisors to build customer satisfaction and loyalty. Customer requests range from basic product and policy inquiries to more complex transactions and problem resolution.
Successfully complete initial and ongoing training to stay abreast of product, industry, service and policy changes. Possess the ability to work in a fast paced Call Center environment. Strong verbal communication and listening skills are required in addition to computer efficiency.
Meet quality expectations to ensure a positive client experience and productivity standards to maximize team service levels. Provide effective and timely resolution to a range of customer inquiries. Strike a positive and cooperative tone with both customers and co-workers.
Answer inbound calls: Provide information, conducts research, processes transactions and resolves problems for shareholders, brokers, registered representatives and industry business partners, as well as internal clients.
Works in a team based environment with shared goals. Supports team targets, department metrics and the greater corporate mission statement.
Maintains a positive, professional demeanor and supports an environment that values uncompromising excellence.
Promptly answers customer inquiries in a manner that exhibits quality service.
CSR must maintain a minimum internal call monitoring score, as well as meeting targets for Service Time, Accuracy and Attendance.
Supports the department Service Level metrics by managing time effectively and remaining in available status when calls are in queue.
Must seek continual evolution of personal communication skills, and must accept and incorporate feedback in a constructive manner.
Experience:
Prior experience in a customer service role. Financial Industry experience a plus, but not required.
BA / BS Degree or some Post Secondary completion required.
Familiarity with Microsoft Office Suite: E-Mail, basic Excel, basic Word.
Knowledge & Skills:
Must be capable of contributing and succeeding in a team based environment.
Communication and negotiation skills required.
Maturity, tact and professionalism required.
Problem solving and follow-through skills necessary.
Key Differentiator:
The Customer Service Representative is the voice of John Hancock Shared Services. The successful associate will position him / her self as an advocate for the caller and a diligent representative of the interests of the company. Balancing these priorities while pursuing the most globally effective resolutions will form the essential core of the CSR day to day responsibilities.
/This job description is intended to describe the general nature and level of the work being performed by employees in this job. It is not intended to be a complete list of all responsibilities, duties and skills required for this job classification./
/
/
About John Hancock Financial and Manulife
John Hancock Financial is a division of Manulife, a leading Canada-based financial services group with principal operations in Asia, Canada and the United States. Operating as Manulife in Canada and Asia, and primarily as John Hancock in the United States, our group of companies offers clients a diverse range of financial protection products and wealth management services through its extensive network of employees, agents and distribution partners. Funds under management by Manulife and its subsidiaries were C$637 billion (US$597 billion) as at June 30 2014. Manulife Financial Corporation trades as 'MFC' on the TSX, NYSE and PSE, and under '945' on the SEHK. Manulife can be found on the Internet at .
The John Hancock unit, through its insurance companies, comprises one of the largest life insurers in the United States. John Hancock offers and administers a broad range of financial products, including life insurance, annuities, investments, 401(k) plans, long-term care insurance, college savings, and other forms of business insurance. Additional information about John Hancock may be found at
Agency submissions and contacts are by invitation only and must be initiated by John Hancock's Recruiting Department only. Unsolicited agency submissions will not be honored.
JOHN HANCOCK IS AN EQUAL OPPORTUNITY EMPLOYER - AA/F/M/D/V
LI-JH
Organization: USSS Operations
Title: Customer Service Representative-1
Location: New Hampshire-Portsmouth
Requisition ID: 1406773 Estimated Salary: $20 to $28 per hour based on qualifications.
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