Customer Service Representative, Mutual Funds

Manulife

full-time

Posted on: 9/3/2025

Location: 🇨🇦 Canada

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💰 CA$37,425 - CA$62,375 per year

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.

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).