This role offers an opportunity to be part of a transformation within the U.S. Retirement business, helping build a new recordkeeping and operations ecosystem across people, process, technology, and data. As a Customer Service Professional, you will contribute to shaping a culture focused on service excellence, efficiency, and business growth while upholding Manulife/John Hancock’s strong reputation.

In this dynamic role, you will support 401(k) participants through inbound interactions, providing account information, processing transactions (e.g., withdrawals and loans), updating account details, and assisting with website navigation. You will take a proactive, customer-first approach, ensuring a high-quality experience while helping participants make informed financial decisions.

Position Responsibilities:

Handle high-volume inbound calls (30–40 daily) while delivering excellent customer service
Process account transactions including investment changes, withdrawals, and loans with accuracy
Provide retirement account guidance by explaining plan provisions and available options
Support customer requests end-to-end including form completion, issue resolution, and explaining rejections
Drive performance and compliance by meeting KPIs (FCR, accuracy, productivity, CSAT) and recommending client centered solutions within guidelines

Required Qualifications:

2+ years customer service experience with strong verbal and written communication skills
Strong interpersonal skills with the ability to manage diverse customer personalities professionally
Confident problem-solver able to handle unclear or unfamiliar customer needs and expectations
Effective multitasker capable of managing high-volume workloads, prioritizing tasks, and maintaining attention to detail
Accountable and self-driven team player with ownership mindset, ability to work independently or collaboratively,
and knowledge of business processes/policies

Preferred Qualifications:

Experience in AWS and Salesforce
Knowledge of 401(k)pension plans
Educational Background: Post-secondary education in business, finance, or a related field is preferred. Equivalent work experience will also be considered.

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 support you in shaping the future you want to see.

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.

Working Arrangement

Hybrid