Mutual Funds Customer Service Representative

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

This is a full time remote position and can be performed anywhere in the USA.

The primary responsibility for this role is to deliver superior customer service to clients and financial advisors, while answering calls on John Hancock’s 800 telephone line. Customer requests can range from basic product inquiries to more complex transactions requiring problem resolution skills.

Is it possible to find a career you love with a global organization that supports your continued growth and success?

ABSOLUTELY!

Where you ask? Look no further than John Hancock!

Have you considered a career with us?

Here are a few reasons why you should apply:

• Unlimited opportunity for growth and development

• Leaders who are invested in your success

• A diverse and inclusive work environment

• Emphasis on employee recognition and community involvement

• A company who believes the best customer is a satisfied customer

Still interested? Passionate about your possibilities?

Consider joining our team as a Customer Service Representative within our continuously growing John Hancock Mutual Funds team.

• We are committed to delivering an outstanding client experience, as our customer-centric focus is a critical pillar of our business strategy.

• We support the growth of our business through service excellence and a customer-focused approach.

• We pride ourselves on the ability to thrive in an environment of open communication, partnership and collaboration.

• We demonstrate our competitive advantage by leveraging our global scale, our global capabilities and our local market focus.

Who are we looking for?

• Communicators

• Learners

• Team Players

• Thinkers

• Motivators

What do we need from you?

With a passion for your customer and obsession about doing the right thing, you will bring a high level of dedication to the table and strive to meet your customer needs by providing timely, accurate responses to those requesting information on products and service offerings. You will:

• Excel in a fast-paced, ever-changing environment while exhibiting a calm and professional manner

• Deliver trusted, professional, and reliable service to John Hancock customers and build customer satisfaction and loyalty

• Meet quality expectations to ensure a positive customer experience

• Process customer requests in a timely manner with a positive attitude

• 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

What do we require from you?

• Exceptional technical capabilities, research skills and your attention to detail is always a priority

• Confidence in your ability to learn and apply information quickly

• Previous customer service experience

• Knowledge of financial services would be a plus!

What we offer:

• Competitive base salary and annual performance bonus

• Paid Training and Benefits starting on Day 1

• 2 weeks paid vacation plus additional time off including personal, sick and family care days

• Online learning programs driven to focus your career development at your own pace

• Career growth and leadership support to achieve your goals

Ready to take the next step?

Our upcoming New Hire Training Class, will start in May 2024

Training will be 7 weeks and the hours will be 9:00-5:00 EST.

Once training has been completed, you must be available for a 7.5 hour shift (with a scheduled 30 min lunch) between 8:00am-7:00pm EST.

Send us your application today for consideration!

JOHN HANCOCK IS AN EQUAL OPPORTUNITY EMPLOYER - AA/F/M/D/V

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 [email protected].

Salary & Benefits

The annual base salary for this role is listed below.

Primary Location

Salary range is expected to be between

If you are applying for this role outside of the primary location, please contact [email protected] for the salary range for your location. The actual salary will vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training. Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.

Manulife/John Hancock 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/401(k) savings plans and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in the U.S. includes up to 11 paid holidays, 3 personal days, 150 hours of vacation, and 40 hours of sick time (or more where required by law) each year, and we offer the full range of statutory leaves of absence.

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