Customer Service Representative, Mutual Funds

Consider joining our team as a Customer Service Representative within our continuously growing John Hancock Mutual Funds team!

In this role, your primary responsibility will be to deliver superior customer service to clients and financial advisors, while answering calls on John Hancock’s 800 telephone line. Customer requests can range from basic product inquiries to more complex transactions requiring problem resolution skills.

This is a full-time remote position and can be performed anywhere in New Hampshire, Massachusetts, and Arizona.

Ready to take the next step?

• Our upcoming New Hire Training Class will start in May 2026.

• Training will be 7 weeks and the hours will be 9:00-5:00 EST.

• Once training has been completed, you must be available for a 7.5-hour shift (with a scheduled 30 min lunch) between 8:00am-7:00pm EST.

Position Responsibilities:

• Provide exceptional customer service to policyholders, agents, and other collaborators through inbound calls, email, and chat.

• Handle a high volume of customer inquiries and analyze problems to provide detailed and proactive solutions.

• Leverage advanced technology and software systems to accurately record customer interactions and deliver exceptional solutions.

• Demonstrate emotional intelligence and understanding in all interactions to build positive relationships with customers and advisors.

• Stay updated on products, services, and industry regulations to provide accurate information to customers and support their financial and health goals.

• Collaborate closely with team members and other departments to resolve complex customer issues and seek support when required.

Required Qualifications:

• Proven experience working in a fast-paced customer service environment.

• Strong technical skills and ability to navigate multiple computer systems and software applications.

Preferred Qualifications:

• A high level of dedication to meet customer needs by providing timely, accurate responses with a positive attitude to those requesting information on products and service offerings.

• Ability to excel in a fast-paced, ever-changing environment while exhibiting a calm and professional manner.

• Deliver trusted, professional, and reliable service to John Hancock customers and build customer satisfaction and loyalty.

• Meet quality expectations to ensure a positive customer experience.

• Translate scenarios that require problem resolution to positive service experiences.

• Strengthen the perception of John Hancock in the marketplace.

• Possess the ability to work in a team environment, as well as being able to resolve issues accurately and independently.

• Exceptional technical capabilities, research skills and your attention to detail is always a priority.

• Confidence in your ability to learn and apply information quickly.

• Knowledge of financial services would be 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.

If you are applying to this role in Massachusetts, please note the salary range is $36,880 - $57,625 USD

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 pregnanc