Customer Experience Manager

4 weeks ago


Massachusetts, United States Company 19 - John Hancock Life Insurance Company (U.S.A.) Full time
About the Role

We are seeking a highly skilled and experienced Client Service Manager to join our team at John Hancock Life Insurance Company (U.S.A.).

Key Responsibilities
  • Provide exceptional customer service to our clients, responding to their inquiries and resolving complex issues in a timely and professional manner.
  • Work closely with internal stakeholders to ensure seamless communication and collaboration.
  • Develop and implement process improvements to enhance customer experience and operational efficiency.
  • Lead and mentor a team of customer service representatives, providing guidance and support to ensure they have the skills and knowledge needed to excel in their roles.
  • Collaborate with cross-functional teams to identify and address customer pain points, developing solutions that meet their evolving needs.
  • Stay up-to-date on industry trends and regulatory requirements, ensuring compliance and adherence to company policies.
Requirements
  • Minimum of 5+ years of experience in a customer-facing role, preferably in the financial services industry.
  • Proven track record of delivering exceptional customer service and resolving complex issues.
  • Strong leadership and mentoring skills, with the ability to motivate and develop a team.
  • Excellent communication and interpersonal skills, with the ability to build strong relationships with internal and external stakeholders.
  • Ability to work in a fast-paced environment, prioritizing tasks and managing multiple projects simultaneously.
  • Strong analytical and problem-solving skills, with the ability to identify and address customer pain points.
What We Offer
  • A competitive salary and benefits package.
  • A comprehensive training program, designed to support your professional growth and development.
  • A collaborative and dynamic work environment, with opportunities to work with a talented team of professionals.
  • A commitment to diversity, equity, and inclusion, with a focus on creating a workplace that values and respects all employees.

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