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Job Title :
Customer Experience Liaison
Job ID :
Category :
Business Operations
Location :
Portsmouth, New Hampshire US
Job Type :
Full Time
Posted On :
Job Description :

Are you looking for unlimited opportunities to develop and succeed?  With work that challenges and makes a difference and a flexible and supportive environment, we can help our customers achieve their dreams and aspirations.


You’re a take charge person who enjoys helping others and thrives in a fast-paced team environment.


In this job, most of your customers will have questions about their policy or need updates on a claim.  Some may be upset or angry but your professional, courteous demeanor will put them at ease right away.  Customers will appreciate your strong communication skills and ability to solve problems confidently which will improve customer loyalty.


You’ll be providing education about insurance products, policies, and processes to a wide range of customers.  Some will have purchased their policy recently and simply have premium related questions while others who’ve owned a policy for many years may require a full review of coverage.  You’ll have to stay positive and helpful when communicating bad news.  Calls related to denied claims, premium increases or policy lapses are particularly challenging. 


Complete attention during training and adherence to processes and procedures is critical.  This role may include detective work where you must piece together historical information or research multiple transactions.  To be successful, you’ll need to be organized, detail oriented and motivated to do your best every day.  You have strong computer skills and work well with others.  You’re able to understand complex policy details and explain this information to customers in a manner they will understand.  Sharing your knowledge and supporting others makes you happy!


Does this sound like you? Then you may be the perfect fit for a Customer Experience Liaison position supporting our Life Insurance business unit. 

  • A full-time position: must be available to work 37.5 hours per week (this is not a job for students)
  • Monthly rotating shifts between Monday – Friday, 8am to 6pm
  • Must be available to start full time paid training on 3/26/2018
  • Post training shifts will have varying start times during the hours of operation
  • Successfully complete criminal record check

Be part of our wonderful team - Apply today!


Your major responsibilities will be: 

  • Provide customers with an excellent service experience by listening carefully and confidently addressing their needs
  • Empathize when appropriate, especially in escalated situations or upon report of illness or death
  • Remain calm during heated and high pressure situations
  • Correctly record information into computer systems
  • Follow strict procedures for privacy and transaction processing
  • Fulfill customer expectations via methods that comply with established policies and procedures
  • Learn and use all systems and resources to meet customers’ needs

As a successful applicant, you:

  • Flexibility to work variable hours as business needs dictate
  • Maintain a calm demeanor under pressure and are dependable
  • Possess excellent communication skills
  • Can learn and adapt quickly
  • Manage upset customers while demonstrating patience and empathy
  • Understand and apply best practices when resolving problems
  • Have strong multi-tasking skills while ensuring accuracy and attention to detail
  • Enjoy helping others and easily establish rapport with customers
  • Hold good computer skills especially web navigation and research capabilities
  • Handle confidential information in a professional manner
  • Are passionate about resolving problems as quickly and effectively as possible
  • Demonstrate a positive attitude even in challenging situation
  • Enjoy collaborating and possess a solid work ethic

We currently have two positions available!

About John Hancock Financial and Manulife
John Hancock is a division of Manulife Financial Corporation, a leading international financial services group that helps people achieve their dreams and aspirations by putting customers’ needs first and providing the right advice and solutions. We operate primarily as John Hancock in the United States, and Manulife elsewhere. We provide financial advice, insurance and wealth and asset management solutions for individuals, groups and institutions. Assets under management and administration by Manulife and its subsidiaries were over $1.04 trillion (US$829.4 billion) as of December 31, 2017. Manulife Financial Corporation trades as MFC on the TSX, NYSE, and PSE, and under 945 on the SEHK. Manulife can be found at
One of the largest life insurers in the United States, John Hancock supports approximately 10.7 million Americans with a broad range of financial products, including life insurance, annuities, investments, 401(k) plans, and college savings plans. We also offer advice through Signator, a network of independent financial advisors. Additional information about John Hancock may be found at
Agency submissions and contacts are by invitation only and must be initiated by John Hancock's Recruiting Department only.  Unsolicited agency submissions will not be honored.



Business Operations
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