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Manulife

Customer Support Analyst

Manulife

Customer Support Analyst connecting long-term-care customers with providers and wellness partners at John Hancock. Supporting claims, provider onboarding, and ongoing care engagement remotely.

Posted 8/20/2026full-timeRemote • New Hampshire • 🇺🇸 United StatesJuniorMid-Level💰 $42,075 - $70,125 per yearWebsite

Core Competencies

Role fit
Core Competencies

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

Demonstrates expertise in Long-Term Care claims processes and customer support, with a strong focus on relationship management and effective communication. Capable of providing end-to-end claim support while collaborating across multiple functions in a remote environment.

Highest-signal resume keywords
Long-Term Care Claims ExperienceCustomer Support Best PracticesHigh Inbound Call Volume ManagementRelationship Management SkillsProblem-Solving and Critical-Thinking

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
Long-Term Care Claims ProcessingClaim SupportReportingClaim-Accuracy SupportDiscounted-Rate Validation
Soft Skills
Excellent Verbal CommunicationExcellent Written CommunicationCustomer-First MindsetFlexibility and AdaptabilityAttention to Detail
Tools & Technologies
Provider Support ToolsPortal Utilization
Industry Keywords
Health and PreventionProvider NetworkCustomer SupportService-Oriented Environment

About the role

Key responsibilities & impact
  • Connect customers to providers and wellness partners offering care and auxiliary services
  • Serve as a frontline support resource for provider partners, insureds, and internal stakeholders
  • Handle incoming calls approximately 70% of the time
  • Understand customers’ Long-Term Care needs and direct them to optimal partners and resources
  • Support Provider Network and Health & Prevention efforts through quality provider and Care Concierge connections
  • Provide end-to-end claim support to insureds using preferred providers
  • Support provider network utilization and claim assistance
  • Assist provider partners with network onboarding and ongoing use of provider support tools and portal
  • Conduct outbound calls to address missed opportunities, follow up on leads, and facilitate lead creation
  • Perform back-office activities approximately 30% of the time, including reporting, re-indexing, claim-accuracy support, discounted-rate validation, and conversion support
  • Serve as a subject-matter expert to contact center and operations members on Health & Prevention and Provider Network initiatives

Requirements

What you’ll need
  • Minimum of 2 years of experience as a Long-Term Care (LTC) claims professional
  • Strong understanding of LTC claims processes and customer support best practices
  • Experience handling high inbound call volume in a service-oriented environment
  • Excellent verbal and written communication skills
  • Strong relationship management skills
  • Ability to collaborate effectively across multiple functions and with multiple partners
  • Strong customer-first mindset with a professional and empathetic approach
  • Flexibility and adaptability within a developing program environment
  • Effective problem-solving and critical-thinking skills
  • High attention to detail and strong organizational skills
  • Proactive and self-directed, with the ability to identify and execute appropriate next actions
  • Ability to work independently in a remote, home-based setting

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
  • Remote, home-based work arrangement
  • Learning and career growth support
  • Well-being and inclusion support