Job Description :
Are you looking for unlimited opportunities to develop and succeed? With work that challenges and makes a difference, within a flexible and supportive environment, we can help our customers achieve their dreams and aspirations.
Job Summary :
Answer incoming calls through the John Hancock’s toll-free participant phone service. Each service rep is expected to provide high-quality service to 401k participants by responding effectively to questions, issues and problems;
provide cohesive instructions to callers and transfer calls to Resource Officers for escalated concerns. Key Accountabilities :
Resolve or negotiate win-win solutions to participants issues directly or by consulting with appropriate resources
Document and track significant participant discussions or complaints.
Process investment changes (Inter Account Transfers - IAT) over the phone.
Follow-up customer calls when necessary
Assist participants with participant website related questions.
Minimum Skills Requirement to Hire :
EDUCATION : At least 2 years of college (with 1 year experience OR college graduate (no experience)
For Bilingual representatives, Language (Spanish) skills must at least be intermediate level.
Strong customer service skills (ability to build rapport, demonstrate empathy and outline key steps in delivering good customer service).
Ability to converse effectively using the English or Spanish language.
Ability to compose a grammatically correct, clear and concise paragraph / essay.
Ability to clearly understand and act on presented problem statement; to comprehend, capture as well as interpret basic customer information.
Minimum keyboarding skills of at least 30 words per minute. Ability to multi-task and navigate multiple applications at the same time.