Customer Service Representative in Waterloo, Ontario

Are you passionate about working with customers, building relationships, and being part of a growing business? Then we would love to have you join our Canadian Insurance National Service Desk as a Customer Service Representative !

With the customer as the main focus, this role will take a proactive approach to every customer interaction and ensure a high-quality Manulife experience. This role is primarily accountable for managing, resolving, and communicating service requests for Manulife Wealth clients. It is a client servicing role assisting customers with their insurance products.

Position Responsibilities:

• Accurately and thoroughly handle increasingly complex client service requests at initial point of contact.

• Provide accurate and complete information and insight on insurance products the client may have.

• Effectively use multiple administrative systems to resolve inquiries within the defined service standards.

• Assist customers with the completion of appropriate forms and other policy requirements.

• Respond to customer inquiries on insurance and investment policies.

• Take a proactive role in identifying and reporting areas of continuing client concern (trends) and make recommendations to help develop and implement strategies to resolve the issues in order to improve the service experience.

Required Qualifications:

• Post-secondary education with industry certification or equivalent work experience

• Customer service skills gained through work in a call centre environment

• Excellent communications skills (verbal and written) in English and/or French

• Ability to build positive relationships between customer/company

• Commitment to achieving high levels of service excellence

• Ability to work independently or with minimal direction within a team

Preferred Qualifications:

• Life insurance license is an asset

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 .

Working Arrangement

Hybrid

Salary & Benefits

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. Please contact recruitment@manulife.com for additional information.

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.