About Company
Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. Operating primarily as John Hancock in the United States and Manulife elsewhere, we provide financial advice, insurance, and wealth and asset management solutions for individuals, groups, and institutions. With a history stretching back over 150 years, we are committed to helping our customers achieve their dreams and aspirations. Join a company that values integrity, customer focus, and a diverse, inclusive workplace, fostering an environment where your contributions are recognized and your career growth is supported.
Job Description
Are you passionate about helping people and eager to kickstart a rewarding career in financial services? Manulife, operating as John Hancock in the U.S., is actively seeking dedicated and empathetic Customer Care Representatives to join our dynamic team. This is an exciting opportunity to be the voice of our company, providing essential support and guidance to our valued customers across the nation, with this role specifically associated with our presence and talent pool in Jeffersonville, Indiana.
In this vital role, you will be the first point of contact for our customers, assisting them with a wide range of inquiries related to their insurance policies, investment products, and financial services. You will engage in meaningful conversations, actively listen to understand their needs, and provide clear, accurate, and timely solutions. Our comprehensive training program will equip you with the knowledge and tools you need to succeed, ensuring you feel confident and capable in every interaction. We believe in fostering a supportive environment where continuous learning and professional development are encouraged.
Beyond just answering questions, you will have the opportunity to build rapport, educate customers on our offerings, and make a tangible difference in their financial well-being. This position requires strong problem-solving skills, a keen eye for detail, and the ability to navigate various systems efficiently while maintaining a friendly and professional demeanor. You’ll be part of a collaborative team, benefiting from a culture that champions diversity and inclusion, and encourages innovation in customer service. If you thrive in a fast-paced environment, possess excellent communication skills, and are driven by a desire to help others, we encourage you to apply. Join Manulife and become part of a team committed to excellence, innovation, and making a positive impact on the lives of millions.
Key Responsibilities
- Serve as the primary point of contact for customers via phone, email, and chat, addressing inquiries related to Manulife/John Hancock products and services.
- Provide accurate and comprehensive information regarding policy details, account balances, claims processes, and general financial product questions.
- Resolve customer issues and complaints efficiently and empathetically, escalating complex cases to senior staff or specialized departments when necessary.
- Document all customer interactions and resolutions accurately in the customer relationship management (CRM) system.
- Educate customers on self-service options, new product features, and available resources.
- Adhere to all company policies, regulatory guidelines, and compliance standards.
- Collaborate with internal teams to ensure a seamless customer experience.
- Continuously update knowledge of Manulife/John Hancock products, services, and procedural changes.
Required Skills
- Excellent verbal and written communication skills.
- Strong active listening and problem-solving abilities.
- High level of empathy and customer-centric approach.
- Proficiency in basic computer applications and ability to navigate multiple systems simultaneously.
- Ability to work effectively in a fast-paced and dynamic environment.
- Demonstrated ability to maintain composure and professionalism under pressure.
- Organizational skills and attention to detail.
Preferred Qualifications
- Previous experience in a customer service, call center, or client-facing role.
- Familiarity with financial services, insurance, or investment products.
- Associate’s or Bachelor’s degree in business, finance, or a related field.
- Bilingual proficiency (especially Spanish) is a significant asset.
Perks & Benefits
- Competitive hourly wage with performance-based incentives.
- Comprehensive health, dental, and vision insurance plans.
- 401(k) retirement plan with generous company match.
- Paid time off (vacation, sick leave, holidays).
- Opportunities for career growth and professional development.
- Tuition reimbursement program.
- Employee wellness programs and resources.
- Employee assistance program.
- Life and disability insurance.
How to Apply
Interested candidates are encouraged to apply by clicking the official application link below. Please ensure your resume is up-to-date and highlights your relevant experience and skills. We look forward to reviewing your application!