Company: John Hancock Financial Services, Boston, MA
Company Description: John Hancock Financial is a unit of Manulife Financial Corporation, a leading Canadian-based financial services group serving millions of customers in 21 countries and territories worldwide. Manulife Financial Corporation trades as 'MFC' on the TSX, NYSE and PSE, and under '945' on the SEHK.
Nomination Category: Customer Service Categories
Nomination Sub Category: Customer Service Team of the Year

Nomination Title: Abandoned Property - Best Customer Service Team

Tell the story about what this nominated team achieved since January 1 2011 year (up to 500 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:

John Hancock Annuities Abandoned Property department takes pride in re-affirming their client’s confidence everyday. Since annuities are long term financial products, John Hancock will assist customers to safeguard their property against remittance to the state. Under dormancy laws, when the client is not in frequent contact, the states dictate when proceeds are remitted to the appropriate state authority for stale checks and dormant contracts. The Abandoned Property Team meets this challenge by identifying potentially impacted contracts in advance, and pro-actively contacting the client to provide an unparalleled level of service. The team’s ability to detect these contracts early on, is the cornerstone of where exceptional customer service begins.

In the summer of 2011, the Abandoned Property department was formed with optimism and confidence, in response to the organization’s call to action. In order to protect clients from unecessary contract closure and proceeds forwarded to the state, the Team contacts clients and financial advisors via letters and phone calls. This approach to customer service has proven to be very successful and much appreciated.

From inception, the primary focus of the Abandoned Property department has been to keep and build customer loyalty. It is a frequent occurrence for a team member to receive positive feedback from the client. For example, a relieved client sent the following email message expressing their gratitude: “You are terrific. Your customer focus is truly admirable.” Likewise, an elderly gentleman had forgotten about his annuity at John Hancock, and was so delighted when he was contacted that he told an Abandoned Property Team member, “You found my money, you sweetheart!”

Customers feel good that John Hancock acts in the customer’s best interest at all times, and take the time to reach out to customers, no matter what contract value is. The team is respectful that this is a customer’s money, and the contract amount is irrelevant. In 2011, a letter was received from a priest living in India. He was so impressed with the department’s unflagging pursuit of excellent service, that he wrote the following:

“It was one of the most pleasant surprises of my life when I received your first letter … of two unpaid checks for a small amount each. I received two checks yesterday. As I perceive it, it is one of the rarest of rare acts of honesty, credibility, personal and professional integrity and a high degree of consciousness to duty which, believe it or not, have become virtually extinct in the world around us today. I wish to express my profound sense of appreciation and gratitude for extending this help which, honestly, I did not expect in the least”.

The Abandoned Property department continues to attempt to locate individuals and/or beneficiaries who may be unaware that they have an annuity product or whom they have lost contract with. The team’s dedication to the responsibility of re-uniting customers with their money and serving their clients with compassion has earned them an admirable reputation in the industry.

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Provide a brief (up to 100 words) biography about the leader(s) of the nominated team:

Veena Handa is Assistant Vice President of John Hancock Annuities and Fixed Products Operations. Veena joined the company in 1999 as a Senior Project Manager in IT. In 2004, she transferred into Annuity Operations where she has held various roles overseeing Process Improvement, Control, Licensing, Commissions, Tax Reporting and Abandoned Property. She currently oversees multiple teams totaling over 100 employees. She is known for her dedication, desire for improvement and customer focus. In 2010, Veena was nominated by her staff and received the honor of a Star of Excellence within the company for her demonstrated leadership abilities