Are you enthusiastic about delivering exceptional customer service, building strong relationships, and contributing to a dynamic and growing company? If so, we invite you to join our Retirement Services Team as a Customer Service Representative!

In this role, you will play a key part in ensuring a high-quality Manulife experience by proactively engaging with customers. As a member of our Canada Retirement Member Contact Centre, you will handle inbound requests from retirement plan members, providing essential information on accounts, assisting with web navigation, processing transactions, and more.

This is a hybrid opportunity, requiring in-office presence three days a week (Tuesday, Wednesday, and Thursday). Our center operates Monday through Friday, from 8:00 am to 8:00 pm EST, with schedules on a rotational basis. We are looking for part-time candidates who can commit to 20 to 32 hours per week, primarily between 10 am and 3 pm EST.

Join us and become part of a team dedicated to delivering excellence in customer service!
 

Position Responsibilities

• Deliver excellent customer service by handling 30-40 inbound calls daily and addressing complex queries.

• Provide accurate information regarding member retirement accounts and assist with website and app navigation.

• Process transactions and assist with completing necessary forms.

• Collaborate effectively with team members to meet productivity and service targets.

• Stay updated on company policies, procedures, and processes.

Qualifications

• ​​Strong written and verbal communication skills.

• Proven customer service experience with the ability to manage diverse personalities professionally.

• Effective time-management skills, capable of thriving in a fast-paced and evolving environment.

• Ability to work both independently and collaboratively as a positive relationship builder.

• Proactive individuals who take ownership and responsibility; knowledge of Canadian retirement products is a plus.

When you join our team:

• We’ll empower you to learn and grow the career you want. 

• We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words. 

• As part of our global team, we’ll support you in shaping the future you want to see.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html.

Manulife is an Equal Opportunity Employer

At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact recruitment@manulife.com.

Referenced Salary Location

Salary range is expected to be between

If you are applying for this role outside of the primary location, please contact recruitment@manulife.com for the salary range for your location. The actual salary will vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training. Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.

Manulife offers eligible employees a wide array of customizable benefits, including 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. We also offer eligible employees various retirement savings plans (including pension and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in Canada includes holidays, vacation, personal, and sick days, and we offer the full range of statutory leaves of absence. If you are applying for this role in the U.S., please contact recruitment@manulife.com for more information about U.S.-specific paid time off provisions.