Job Description

The Advisor Support Specialist is responsible for the main deliverables of a processing associate. This role maintains and updates records and databases in accordance with prescribed formats and system requirements. This role handles escalations from internal stakeholders and audit reviews.

Position Responsibilities:

• Support the onboarding and underwriting of new retirement plan cases and financial advisor records, ensuring a smooth and compliant setup process.

• Review and validate all new case submissions to ensure required documentation is complete and adheres to John Hancock Retirement Plan Services guidelines, as well as applicable federal and state regulations.

• Analyze plan specifications and pricing details, identify discrepancies between expected and actual plan designs, and determine when updated client documentation is required.

• Identify compliance risks, documentation gaps, and process issues, recommending solutions or escalating concerns to management and relevant stakeholders when necessary.

• Build and maintain strong relationships with internal and external partners by providing timely updates, resolving inquiries, following up on outstanding requirements, and issuing client contracts in accordance with regulatory and plan requirements.

Required Qualifications:

• Strong analytical and problem-solving skills, with the ability to review complex documentation, identify discrepancies, and resolve issues while ensuring compliance with regulatory and business requirements.

• Excellent written and verbal communication skills, with the ability to build effective relationships and provide timely support to internal and external stakeholders.

• Experience in processing client, advisor, or financial services transactions with a high degree of accuracy, attention to detail, and adherence to service level expectations.

• Ability to manage multiple priorities in a fast-paced environment, including handling complex cases, coordinating with cross-functional teams, and driving issues to resolution.

Preferred Qualifications:

• Experience in retirement services, financial services, insurance, or a related industry, with knowledge of advisor onboarding, client administration, and account maintenance processes.

• Familiarity with regulatory and compliance requirements, including the ability to review documentation and identify potential risks, discrepancies, or processing issues.

• Knowledge of financial transactions, pricing assessments, licensing, compensation administration, and contract issuance within a client-facing or advisor support environment.

• Proven ability to manage complex cases and resolve escalated concerns by collaborating effectively with cross-functional teams and stakeholders.

• Strong customer service orientation with experience supporting internal and external clients, maintaining professional relationships, and communicating effectively across multiple channels.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html

Manulife is an Equal Opportunity Employer

At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact hr@manulife.com

Hybrid