Customer Care Associate

  • Full Time
  • Anywhere
  • Posted 1 week ago


Job description

Are you looking for unlimited opportunities to develop and succeed? With work that challenges and makes a difference, within a flexible and supportive environment, we can help our customers achieve their dreams and aspirations.

Job Description

Responsible for delivering superior customer service to clients and financial advisors and building customer satisfaction and loyalty. Requests range from basic product and contract inquiries to more complex transactions and problem resolution.


  • Deliver trusted, professional, and reliable service to John Hancock clients and build customer satisfaction and loyalty
  • Meet quality expectations to ensure a positive client experience
  • Meet productivity expectations to maximize team service levels
  • Provide effective and timely resolution of a range of customer inquiries
  • Strike a positive and cooperative tone with both customers and coworkers
  • Strive for first-call resolution of customer issues
  • Translate scenarios that require problem resolution to positive service experiences
  • Strengthen the perception of John Hancock in the marketplace
  • Possess the ability to work in a team environment, as well as being able to resolve issues accurately and independently
  • Complete ongoing training to stay abreast of product, industry, service, and policy changes


  • Post-secondary education or high school diploma
  • Customer Service or Financial Services experience a plus
  • Ability to thrive in a lively working environment and manage multiple tasks
  • Outstanding verbal communication skills and strong telephone etiquette
  • Possess the ability to multi-task
  • Flexibility and ability to adjust and succeed in a rapidly changing, fast-paced call center environment
  • Demonstrated problem resolution skills
  • Effective listening skills
  • Demonstrated computer efficiency
  • Outstanding customer service skills
  • Business writing skills
  • Ability to handle an array of questions and transactions with composure

This full-time opportunity is a full-time Remote and is open to candidates across the US.

Our Call Center hours are 8:00 am-6:00 pm EST. Shifts are from 8:00-4:00, 9:00-5:00 and 10:00-6:00. Shift hours are in the Eastern time zone. Please ensure you are available for all shift times when applying; schedules rotate monthly. Our target start date for this role is Jan 3, 2022.

If you are ready to unleash your potential, it’s time to start your career with Manulife/John Hancock.

About John Hancock and Manulife

John Hancock is a unit of Manulife Financial Corporation, a leading international financial services group that helps people make their decisions easier and lives better. We operate primarily as John Hancock in the United States, and Manulife globally, including Canada, Asia and Europe. We provide financial advice, insurance and wealth and asset management solutions for individuals, groups and institutions. Assets under management and administration by Manulife and its subsidiaries were CAD$1.3 trillion (US$1.1 trillion) as of June 30, 2021. Manulife Financial Corporation trades as MFC on the TSX, NYSE, and PSE, and under 945 on the SEHK. Manulife can be found at .

One of the largest life insurers in the United States, John Hancock supports more than 10 million Americans with a broad range of financial products, including life insurance , annuities , investments , 401(k) plans , and education savings plans . Additional information about John Hancock may be found at .

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 .

EO is the Law Family & Medical Leave Employee Polygraph Protection Right to Work E-Verify Pay Transparency

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