Job Description

Are you excited about being part of an opportunity to be at the forefront of transformation, innovation and service excellence for our U.S. Retirement business? Then we would love to have you join our FutureChoice Retirement Services Team as a Customer Service Professional! You will help to shape a new retirement recordkeeping and operations ecosystem including the complementary tenets of people, process, technology, and data. You will be instrumental in evolving a new culture focused on efficiently servicing, transforming, and growing our U.S. Retirement business while maintaining our reputation for service excellence.

Our customers are our top priority. In this dynamic and ever-evolving role, you will take a proactive approach to every interaction, ensuring a high-quality Manulife/John Hancock participant experience. This position is part of our US Retirement, FutureChoice Participant Service Center, where you will be responsible for handling inbound requests from 401(k) participants in US Retirement Plans. Your tasks will include learning and developing by continuously attending structured and self-driven learning about the US Retirement products and rules, and how they apply to our participants’ needs. When participants call, you will deliver an empathetic and engaging experience, applying the principles of understanding their needs and anticipating what additional support they may need. You’ll be expected to teach the participant about our website in our digitally driven user experience environment, preparing them for a future of self-servicing and independence. Participants will ask you for information on their account, support processing investment changes and transactions such as withdrawals and loans, account information updates, and help making informed decisions to make life better and easier.

This is a full-time, hybrid opportunity, requiring in-office attendance only three (3) days per week (Mondays and Tuesdays are mandatory in-office days, with one additional day to be selected). We are open Monday through Friday, from 8:00 a.m. to 10:00 p.m. Eastern Time. Successful candidates must be available for shifts that vary based on business needs.

Responsibilities:

• Provide exceptional customer service by efficiently handling all inbound calls and responding to customer inquiries with integrity and empathy.
• Accurately process various transactions, including account changes, investment adjustments, withdrawals, and loan requests, while ensuring compliance with company policies.
• Provide clear and comprehensive information on retirement accounts, emphasizing plan-specific provisions to help participants make informed decisions.
• Assist customers in preparing essential forms, clarifying any rejections, and offering solutions tailored to their needs within established guidelines.
• Stay informed and up to date on company policies, procedures, and performance metrics to consistently meet high standards in customer feedback, first-contact resolution, productivity, accuracy, and reliability.

Required Qualifications:

• At least two years of customer service experience, demonstrating a strong background in delivering exceptional support and resolving issues.
• Bilingualism in Spanish and English is an asset. If the successful candidate is located in Québec, proficiency in both languages will be required to support customers from various provinces outside Québec.
• Post-secondary education with relevant industry certification is preferred; however, equivalent work experience in the field will also be considered.
• Excellent verbal and written communication skills, with the ability to convey complex information clearly and effectively to varied audiences.
• Demonstrated ability to effectively manage time in a high-volume, fast-paced environment, including the ability to handle multiple tasks simultaneously while maintaining attention to detail and accuracy.

Preferred Qualifications:

• Demonstrated ability to interact professionally with a wide range of personalities and manage complex customer expectations with confidence and assurance.
• Ability to assist customers in using digital platforms, including website and application navigation, registration, and account resets, to improve the user experience.
• Strong interest in building and maintaining positive relationships between customers and the company, with excellent organizational, prioritization, and multitasking skills, along with strong attention to detail.
• Demonstrated ability to take full ownership of issues, ensuring resolution and customer satisfaction while working independently or collaboratively within a team.
• Knowledge of company policies, procedures, and concepts; additional knowledge of 401(k) plans and retirement plans is considered a valuable asset.

When you join our team:

• We’ll empower you to learn and grow the career you want.
• We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.
• As part of our global team, we’ll help you shape the future you want to see.

The role being advertised is an existing vacancy.

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

Referenced Salary Location

CAN, Nova Scotia, Halifax, 2737 Joseph Howe Drive

Hybrid

Salary range is expected to be between

$42,525.00 CAD - $70,875.00 CAD

Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance. The actual salary will vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training. If you are applying for this role outside of the primary location, please contact hr@manulife.com for the salary range for your location.

Manulife offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plans. We also offer eligible employees various retirement savings plans (including pension and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in Canada includes holidays, vacation, personal, and sick days, and we offer the full range of statutory leaves of absence. If you are applying for this role in the U.S., please contact hr@manulife.com for more information about U.S.-specific paid time off provisions.

We use data and analytics technologies, such as artificial intelligence (AI), and automated processing tools, to analyze and process the information you provide to us or third parties in the application process. For more information, please refer to our personal information collection statement