Are you looking for a supportive, collaborative workplace with great teams and inspiring leaders? You’ve come to the right place. We’re looking for ambitious people who share our values and want to make every day better for people around the world. If this sounds like you, and the career below sounds exciting, we’d like to hear from you.

Job Description

The Opportunity

Passionate about your career possibilities? Consider joining our Group Benefits business unit as a Customer Service Professional within our continuously growing team!

As a Customer Service Professional, you will be responsible for managing all aspects of customer service and addressing customer needs through inbound phone, email, online chat and at times outbound follow- up services, all pertaining to group plan insurance benefits. Customers may be internal or external with requests of varying degrees of complexity. Must have strong interpersonal, customer service and communication skills.

Is it possible to find a career you love with a global organization that supports your continued growth and success? ABSOLUTELY!!

What We Offer:

• Paid Training starting on Day 1 in a hybrid (both virtually and in office) environment with practical hands-on training along with your colleagues.
• Online learning programs driven to focus your career development at your own pace.
• Career growth and leadership support to achieve your goals.
• A supportive and fun working environment.

What We Need from You:

• With a passion for your customer and obsession about doing the right thing, you will bring a high level of dedication to the table and strive to meet your customer needs by providing timely, accurate responses to those requesting information on products and service offerings.
• You excel in a fast-paced, ever-changing environment while exhibiting a calm and professional manner.
• A continuous learner. Willing to learn new applications, products and services and stay up to date with knowledge articles.
• You have exceptional technical capabilities, research skills and your attention to detail is always a priority. With an ability to learn and navigate through various administration systems simultaneously.
• A solution driven mindset, problem solving and decision-making skills.
• You are confident in your ability to learn and apply information quickly.
• You will contribute to building a supportive, diverse, and thriving workplace. Being a part of a high performing team, supporting one another.
• Reliable and accountable for meeting your key performance indicators.
• Previous customer service experience in a contact center, retail environment or service industry.
• Previous experience in a contact center environment would be considered a tremendous asset.
• Bilingualism (French/English) is also considered an asset.

Additional Requirements:

• In this position you will work in a Hybrid role. Currently working Tuesday and Wednesday in the office; Monday, Thursday, and Friday at home. OR if you would prefer, full time in the office.
• An ethernet cable from your modem to your computer is required for the job. A private, secure workspace at home that is free of distractions and protects our customers privacy.
• Rotating work schedule a week at a time to accommodate customer calls from other time zones will be required (rotating start times between the hours of operation 9:00am - 9:00pm AST Monday - Friday ). The Customer Service client base is Canada-wide. Flexibility is needed as client demand changes.
  

Here are a few reasons why you should consider a career with Manulife:

• Unlimited opportunity for growth and development here in beautiful Halifax, Nova Scotia, or other head office locations Globally. A Hybrid role, or if you wish full time in the office.
• Leaders who are invested in your success.
• A diverse and inclusive work environment. Including Employee lead employee resource groups.
• Emphasis on work/life balance, employee recognition and community involvement.
• A company who cares about its employees.
• We are committed to delivering an outstanding client experience, as our customer-centric focus is a critical pillar of our business strategy.
• We support the growth of our business through service excellence and a client-focused approach.
• We pride ourselves on the ability to thrive in an environment of open communication, partnership, and collaboration.
• We demonstrate our competitive advantage by leveraging our global scale, our global capabilities, and our local market focus.

What motivates you?

• You obsess about customers, listen, engage and act for their benefit.
• You think big, with curiosity to discover ways to use your agile approach and enable business outcomes.
• You thrive in teams and enjoy getting things done together.
• You take ownership and build solutions, focusing on what matters.
• You do what is right, work with integrity and speak up.
• You share your humanity, helping us build a diverse and inclusive work environment for everyone.
  

What can we offer you?

• A competitive salary and benefits packages.
• A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.
• A focus on growing your career path with us.
• Flexible work policies and strong work-life balance.
• Professional development and leadership opportunities.
  

Our commitment to you

• Values-first culture
  We lead with our Values every day and bring them to life together.
• Boundless opportunity
  We create opportunities to learn and grow at every stage of your career.
• Continuous innovation
  We invite you to help redefine the future of financial services.
• Delivering the promise of Diversity, Equity and Inclusion
  We foster an inclusive workplace where everyone thrives.
• Championing Corporate Citizenship
  We build a business that benefits all stakeholders and has a positive social and environmental impact.

_____________________________________________________________________________

L'opportunité

Les possibilités de carrière vous passionnent? Joignez l’unité administrative de l’Assurance collective à titre de spécialiste du Service à la clientèle au sein d’une équipe qui ne cesse de croître.

En tant que spécialiste du Service à la clientèle, vous serez responsable de la gestion de tous les aspects du service à la clientèle et de la satisfaction des besoins des clients, notamment de répondre aux appels, aux courriels, à la messagerie instantanée et, parfois, d’assurer le suivi des régimes d’assurance collective. Les demandes, dont le degré de complexité est variable, proviennent de clients internes ou externes. Les candidats doivent avoir d’excellentes aptitudes pour les relations interpersonnelles, le service à la clientèle et la communication.

Est-il possible de trouver un emploi qui vous passionne au sein d’une entreprise mondiale qui appuie votre croissance et votre succès? ABSOLUMENT!

Ce que nous offrons :

• Une formation en format hybride (au bureau et à distance) rémunérée dès le premier jour, ainsi qu’une formation pratique en compagnie de collègues.
• Des programmes d’apprentissage en ligne axés sur votre cheminement de carrière et à votre propre rythme.
• Des possibilités d’avancement professionnel et le soutien des membres de la direction pour vous permettre d’atteindre vos objectifs.
• Un milieu de travail positif et amusant.

Ce que nous attendons de vous :

• Le bilinguisme (français et anglais) est un atout considérable.
• Étant une personne passionnée par le service à la clientèle et déterminée à bien faire les choses, vous assurerez un haut niveau de dévouement et vous vous efforcerez de répondre aux besoins des clients en fournissant rapidement des réponses précises à ceux qui demandent des renseignements sur les produits et services offerts.
• Vous excellez dans un environnement où les changements sont rapides et nombreux, en demeurant calme et en faisant preuve de professionnalisme.
• Vous aimez apprendre continuellement. Vous souhaitez découvrir de nouvelles applications, de nouveaux produits ou services et vous maintenir à jour grâce à des documents de support.
• Vous avez des capacités techniques ainsi que des compétences en recherche exceptionnelles et la minutie est toujours votre priorité. Vous avez la capacité d’apprendre et d’utiliser divers systèmes d’administration simultanément.
• Vous aimez trouver des solutions et avez des aptitudes pour la résolution de problèmes et la prise de décisions.
• Vous n’avez aucun doute sur votre capacité d’apprendre et de mettre en pratique vos nouvelles connaissances rapidement.
• Vous souhaitez contribuer à un milieu de travail stimulant et positif qui favorise la diversité. Vous voulez faire partie d’une équipe hautement performante dont les membres se soutiennent mutuellement.
• Vous savez atteindre des indicateurs clés de performance et en assumer la responsabilité.
• Vous possédez une expérience antérieure en service à la clientèle dans un centre d’information, dans un environnement de vente au détail ou dans le secteur des services.
• Une expérience antérieure dans un centre d’information est considérée comme un atout de taille.

Exigences additionnelles :

• Vous occuperez un poste hybride : vous travaillerez au bureau le mardi et le mercredi et à domicile le lundi, le jeudi et le vendredi. Vous pouvez également choisir de travailler à temps plein au bureau.
• Vous devez relier votre ordinateur au modem à l’aide d’un câble Ethernet. Votre espace de travail doit être sûr, privé et à l’abri des distractions. De plus, il doit assurer la protection des renseignements confidentiels des clients.
• Vous suivrez un horaire de travail rotatif, changeant de semaine en semaine, pour accommoder les clients provenant d’autres fuseaux horaires (les quarts rotatifs commencent pendant les heures d’ouverture, de 9 h à 21 h [HA] du lundi au vendredi ). Les clients du Centre de service à la clientèle sont répartis sur l’ensemble du territoire canadien. Une certaine souplesse est requise, car les besoins des clients évoluent.
  

Voici quelques raisons d’envisager une carrière à Manuvie :

• Nous vous offrons des possibilités d’avancement et de perfectionnement illimitées, ici dans la magnifique ville d’Halifax (Nouvelle-Écosse) ou dans d’autres sièges sociaux situés autour du monde. Nous vous proposons un modèle de travail hybride ou, si vous préférez, un travail à temps plein au bureau.
• Nos gestionnaires s’investissent dans votre succès.
• Nous offrons un milieu de travail diversifié et inclusif ainsi que des groupes-ressources d’employés.
• Nous mettons l’accent sur l’équilibre travail-vie personnelle, la reconnaissance des employés et l’engagement communautaire.
• Nous nous soucions de nos employés.
• Nous nous engageons à offrir une expérience client exceptionnelle, car notre orientation client est un pilier essentiel de notre stratégie commerciale.
• Nous soutenons la croissance des affaires en offrant un excellent service et en adoptant une approche axée sur le client.
• Nous sommes fiers de notre capacité à prospérer dans un environnement de communication ouverte, de partenariat et de collaboration.
• Nous démontrons notre avantage concurrentiel en mettant à profit notre envergure internationale, nos capacités à l’échelle mondiale et notre présence sur les marchés locaux.

#LI-Hybrid

Every career at Manulife/John Hancock provides the opportunity to learn new skills and move your career forward. Ready to make an impact somewhere? What are you waiting for? Apply today.

About John Hancock and Manulife

John Hancock is a unit of Manulife Financial Corporation, a leading international financial services group that helps people make their decisions easier and lives better. We operate primarily as John Hancock in the United States, and Manulife globally, including Canada, Asia and Europe. We provide financial advice, insurance and wealth and asset management solutions for individuals, groups and institutions. Assets under management and administration by Manulife and its subsidiaries were CAD$1.3 trillion (US$1.1 trillion) as of June 30, 2021. Manulife Financial Corporation trades as MFC on the TSX, NYSE, and PSE, and under 945 on the SEHK. Manulife can be found at manulife.com .

One of the largest life insurers in the United States, John Hancock supports more than 10 million Americans with a broad range of financial products, including life insurance , annuities , investments , 401(k) plans , and education savings plans . Additional information about John Hancock may be found at johnhancock.com .

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 .