Customer Service Representative

Manulife

Remote customer service representative supporting John Hancock mutual fund customers. Handling inquiries through calls, email, and chat while resolving policyholder issues.

Posted 9/4/2026full-timeRemote • Arizona, Massachusetts, New Hampshire • 🇺🇸 United StatesMid-LevelSenior💰 $36,880 - $57,625 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong customer service skills by effectively managing high volumes of inquiries and providing accurate information to support customers' financial and health goals. Proficient in using technology and software systems to enhance customer interactions and resolve complex issues collaboratively.

Highest-signal resume keywords

Customer Service ExperienceTechnical SkillsProblem ResolutionAttention to DetailTeam Collaboration

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Customer ServiceProblem AnalysisTechnical ProficiencyResearch SkillsFinancial Services Knowledge

Soft Skills

Emotional IntelligenceProfessionalismCalm Under PressureDedication to Customer Needs

Tools & Technologies

Software ApplicationsComputer Systems

Industry Keywords

Financial ServicesCustomer InquiriesIndustry Regulations

About the role

Key responsibilities & impact

Provide customer service to policyholders, agents, and other collaborators through inbound calls, email, and chat
Handle a high volume of customer inquiries
Analyze problems and provide detailed, proactive solutions
Use technology and software systems to accurately record customer interactions
Demonstrate emotional intelligence and understanding to build positive customer and advisor relationships
Stay updated on products, services, and industry regulations
Provide accurate information supporting customers’ financial and health goals
Collaborate with team members and other departments to resolve complex customer issues
Seek support when required
Translate problem-resolution scenarios into positive service experiences
Strengthen John Hancock’s perception in the marketplace

Requirements

What you’ll need

Proven experience working in a fast-paced customer service environment
Strong technical skills and ability to navigate multiple computer systems and software applications
Dedication to meeting customer needs with timely and accurate responses
Ability to work in a fast-paced, ever-changing environment while maintaining a calm and professional manner
Ability to deliver trusted, professional, and reliable service
Ability to meet quality expectations
Ability to work in a team environment and resolve issues accurately and independently
Exceptional technical capabilities, research skills, and attention to detail
Confidence in learning and applying information quickly
Knowledge of financial services would be a plus

Benefits

Comp & perks

Incentive programs and incentive compensation tied to business and individual performance
Health insurance
Dental insurance
Mental health benefits
Vision insurance
Short- and long-term disability insurance
Life and AD&D insurance coverage
Adoption/surrogacy benefits
Wellness benefits
Employee/family assistance plans
Retirement savings plans, including pension/401(k) savings plans
Global share ownership plan with employer matching contributions
Financial education and counseling resources
Up to 11 paid holidays
3 personal days
150 hours of vacation
40 hours of sick time, or more where required by law
Statutory leaves of absence
Flexible environment
Learning and career growth support
Well-being and inclusion support