Customer Service Representative, Mutual Funds

Manulife•Usa, AZ

6d•$36,880 - $57,625•Remote

About The Position

Consider joining our team as a Customer Service Representative within our continuously growing John Hancock Mutual Funds team! In this role, your primary responsibility will be 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. This is a full-time remote position and can be performed anywhere in New Hampshire, Massachusetts, and Arizona. Ready to take the next step? Our upcoming New Hire Training Class will start in May 2026. 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.

Requirements

Proven experience working in a fast-paced customer service environment.
Strong technical skills and ability to navigate multiple computer systems and software applications.

Nice To Haves

A high level of dedication to meet customer needs by providing timely, accurate responses with a positive attitude to those requesting information on products and service offerings.
Ability to 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.
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.
Exceptional technical capabilities, research skills and your attention to detail is always a priority.
Confidence in your ability to learn and apply information quickly.
Knowledge of financial services would be a plus!

Responsibilities

Provide exceptional customer service to policyholders, agents, and other collaborators through inbound calls, email, and chat.
Handle a high volume of customer inquiries and analyze problems to provide detailed and proactive solutions.
Leverage advanced technology and software systems to accurately record customer interactions and deliver exceptional solutions.
Demonstrate emotional intelligence and understanding in all interactions to build positive relationships with customers and advisors.
Stay updated on products, services, and industry regulations to provide accurate information to customers and support their financial and health goals.
Collaborate closely with team members and other departments to resolve complex customer issues and seek support when required.

Benefits

We’ll empower you to learn and grow the career you want.
We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.
As part of our global team, we’ll support you in shaping the future you want to see.
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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