Manulife

Customer Service Representative, Mutual Funds

Manulife

full-time

Posted on:

Origin:  • 🇨🇦 Canada

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Salary

💰 CA$37,425 - CA$62,375 per year

Job Level

Mid-LevelSenior

About the role

  • Provide exceptional customer service to policyholders, agents, and financial advisors for Manulife/John Hancock Investments mutual funds.
  • Answer inbound calls on John Hancock’s 800 telephone line, and handle inquiries via email and chat.
  • Handle high volume customer inquiries ranging from basic product inquiries to complex transactions requiring problem resolution.
  • Leverage advanced technology and software systems to accurately record customer interactions and deliver solutions.
  • Demonstrate emotional intelligence and understanding in interactions to build positive relationships with customers and advisors.
  • Stay updated on products, services, and industry regulations to provide accurate information and support financial and health goals.
  • Collaborate with team members and other departments to resolve complex customer issues and escalate when required.

Requirements

  • Proven experience working in a fast-paced customer service environment.
  • Strong technical skills and ability to navigate multiple computer systems and software applications.
  • High level of dedication to meet customer needs by providing timely, accurate responses with a positive attitude.
  • Ability to excel in a fast-paced, ever-changing environment while exhibiting a calm and professional manner.
  • Deliver trusted, professional, and reliable service and meet quality expectations.
  • Problem resolution skills; translate scenarios that require problem resolution to positive service experiences.
  • Ability to work in a team environment and resolve issues accurately and independently.
  • Exceptional technical capabilities, research skills and attention to detail.
  • Confidence in ability to learn and apply information quickly.
  • Knowledge of financial services would be a plus.
  • Must be available for 7-week new hire training starting October 2025 (training hours 9:00am–5:00pm EST / 10:00am–6:00pm AST).
  • After training, must be available for a 7.5-hour shift (30 min lunch) between 8:00am–7:00pm EST (9:00am–8:00pm AST).