[Remote] Customer Support Representative

Note: The job is a remote job and is open to candidates in USA. John Hancock is a leading international financial services provider that helps people make their decisions easier and lives better. They are seeking a Customer Support Representative to deliver superior customer service to clients and financial advisors, handling a range of inquiries and problem resolution. Responsibilities Deliver trusted, professional, and reliable service to MANULIFE clients and build customer satisfaction and loyalty Meet quality expectations to ensure a positive client experience Meet productivity expectations to maximize team service levels Provide effective and timely resolution of a range of customer inquiries Strike a positive and cooperative tone with both customers and coworkers Strive for first-call resolution of customer issues Translate scenarios that require problem resolution to positive service experiences Strengthen the perception of MANULIFE in the marketplace Possess the ability to work in a team environment, as well as being able to resolve issues accurately and independently Complete ongoing training to stay abreast of product, industry, service and policy changes Other duties as assigned Skills Post-secondary education or high school diploma Customer Service or Financial Services experience a plus Ability to thrive in a lively working environment and manage multiple tasks Outstanding verbal communication skills and strong telephone etiquette Possess the ability to multi-task Flexibility and ability to adjust and succeed in a rapidly changing, fast paced call center environment Demonstrated problem resolution skills Effective listening skills Demonstrated computer efficiency Outstanding customer service skills Business writing skills Current SIE, Series 6 or 7, Series 63 Working knowledge of IRAs & other retirement products Benefits 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 Various retirement savings plans (including pension/401(k) savings plans and a global share ownership plan with employer matching contributions) Financial education and counseling resources 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) Company Overview John Hancock provides financial solutions, including life insurance, mutual funds, and long-term care insurance. It was founded in 1862, and is headquartered in Boston, Massachusetts, USA, with a workforce of 10001+ employees. Its website is Company H1B Sponsorship John Hancock has a track record of offering H1B sponsorships, with 31 in 2025, 53 in 2024, 44 in 2023, 53 in 2022, 45 in 2021, 58 in 2020. Please note that this does not guarantee sponsorship for this specific role.