About Company
Manulife Financial Corporation, operating as John Hancock in the United States, is a leading international financial services group that helps people make their decisions easier and lives better. We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups, and institutions. With operations in Asia, Canada, and the United States, we have a proud history spanning over 130 years, built on a foundation of trust, integrity, and a relentless focus on our customers. Our diverse team of over 37,000 employees and agents worldwide is dedicated to fostering a culture of innovation, respect, and continuous learning. Joining Manulife means becoming part of an organization that values its people, supports their growth, and encourages them to make a real difference in the lives of millions.
Job Description
Are you a compassionate communicator with a knack for problem-solving? Manulife, operating as John Hancock in the U.S., is seeking a dedicated and enthusiastic Call Center Agent to join our dynamic team in Elkhart, Indiana. This is an exciting opportunity for individuals who thrive in a fast-paced environment and are passionate about delivering exceptional customer service. As an integral part of our client support team, you will be the first point of contact for our valued customers, helping them navigate a wide range of inquiries related to their financial products and services.
We are looking for someone with an ‘immediate start’ mindset, ready to dive in and contribute from day one. In this role, you will handle inbound calls, provide accurate information, and resolve customer issues with professionalism and empathy. You’ll play a crucial role in maintaining our reputation for outstanding client care, ensuring every interaction leaves our customers feeling heard and valued. This position offers comprehensive training, a supportive team environment, and clear pathways for career advancement within a global financial services leader. If you are eager to launch a rewarding career where your communication skills can shine and you can genuinely help people secure their financial future, we encourage you to apply today. Join Manulife and become a vital link in our commitment to customer excellence.
Key Responsibilities
- Answer inbound calls from customers regarding their insurance policies, investment products, and other financial services.
- Provide accurate, clear, and comprehensive information in response to customer inquiries.
- Resolve customer complaints and issues efficiently and courteously, escalating complex cases when necessary.
- Document all customer interactions and resolutions accurately in the CRM system.
- Adhere to company policies, procedures, and regulatory guidelines at all times.
- Maintain a high level of product knowledge across Manulife's offerings to provide informed assistance.
- Collaborate with team members and other departments to ensure seamless customer service delivery.
- Identify opportunities to enhance the customer experience and contribute to process improvements.
- Meet or exceed individual and team performance metrics, including call quality, average handling time, and customer satisfaction.
Required Skills
- High School Diploma or GED
- Excellent verbal and written communication skills
- Strong active listening and problem-solving abilities
- Proficiency in basic computer applications and ability to learn new software quickly
- Demonstrated empathy and patience when dealing with customer concerns
- Ability to work effectively in a team-oriented call center environment
- Reliable and punctual with strong organizational skills
Preferred Qualifications
- Associate's degree or higher in a relevant field
- 6+ months of experience in a customer service or call center role, preferably within financial services or insurance
- Familiarity with CRM software and call center technologies
- Bilingual proficiency (e.g., Spanish/English) is a plus
- Ability to adapt to changing priorities and handle multiple tasks simultaneously
Perks & Benefits
- Competitive hourly wage with opportunities for performance bonuses
- Comprehensive health, dental, and vision insurance plans
- 401(k) with company match
- Paid time off and company-paid holidays
- Opportunities for professional development and career growth within a global organization
- Tuition reimbursement programs
- Employee wellness programs and resources
- Supportive and collaborative team culture
- Employee assistance program
How to Apply
To seize this exciting opportunity and become a valued member of the Manulife team, please click on the application link below. We encourage you to submit your resume and cover letter detailing your relevant experience and why you are the ideal candidate for this role. Only applications submitted through our official career portal will be considered. We look forward to reviewing your application!