Client Experience Specialist

John Hancock Published: February 2, 2019
Location
Boston
Job Type
Full-time
Category
Digital

Description

We are seeking candidates with a strong desire to make a difference in the lives of our clients while working in a fast-paced startup environment. This position will provide client support to John Hancock Digital products, including MyPortfolio, Twine and COIN.

As a Client Experience Specialist, you will be responsible for communicating with our clients about account information, processing transactions, and diagnosing and following through to resolve their problems with the rest of the team. This position will change and grow as our products change and grow. If you are looking for an opportunity to get started in tech and finance, we want to discuss with you!

Major Responsibilities:

  • Deliver above-and-beyond client experience primarily through phone, email, live chat, and social media channels
  • Troubleshoot clients issues from initial investigation through to final resolution
  • Explain complex transactional and investment principles clearly and concisely, helping clients see and understand their options
  • Act as the internal voice of the clients, providing insight to drive product fixes and improvements
  • Help drive and own improvements to company resources and workflows (e.g., website, FAQ, UI/UX, back office procedures, etc.)
  • Collaborate with multiple operational and advisory groups both as a representative of JH Digital and the JH Advice Team
  • Assist with maintaining accurate records within our CRM and other necessary platforms
  • Regularly scan the competitive marketplace to determine how the digital advice team can best develop and distribute its service

Experience:

Bachelor's degree or demonstrated working equivalent. Recent graduates welcome and encouraged!

  • 1-3 years work experience
  • Prior working experience in customer service, hospitality industry, financial services industry or banking
  • Experience with Salesforce or other CRMs a plus
  • Experience with Zendesk or other support ticketing tools, an asset
  • Experience with Jira or other task management software

Knowledge & Skills

  • Empathy for the customer
  • Tech savvy, specifically the ability to navigate multiple complex systems simultaneously to respond to client inquiries
  • Ability to adapt and thrive in a fast-paced and ever-changing environment
  • Excellent organizational and time management skills; ability to balance multiple priorities
  • Exceptional critical thinking skills
  • A desire to own each task through to completion
  • Strong verbal and written communication skills
  • General understanding of retirement planning concepts

Apply on company site here: http://bit.ly/2G7VQDT

Apply
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