Job Description

Are you passionate about being part of a growing business, working with diverse customers, and building relationships that will improve your experience? Then we would love to have you join our

Retirement Services Team

as a

Customer Service Representative

!


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 experience. This position is part of our US Retirement Participant Center, where you will be responsible for handling inbound requests from 401(k) participants. Your tasks will include providing account information, processing investment changes and transactions (such as withdrawals and loans), making account information updates, assisting with website navigation in a UX-driven environment, and helping participants make informed decisions to live easier and better lives.


This is a full-time

hybrid

opportunity requiring you to be in-office just three

(3) days per week

(Tuesday, Wednesday & Thursday). We are open Monday through Friday 8 am to 10 pm (all times are Eastern) and although shifts can start between 8 am to 2 pm and rotate, the preferred shifts for this opening are 10 am to 6 pm, 11 am to 7 pm and 12 pm to 8 pm. Within those boundaries, successful candidates must be available for shifts that vary according to business demands.


Since we serve US customers, our department remains open during

Canadian statutory holidays that don't overlap with US statutory holidays

(Victoria Day, Canada Day, Civic Holiday, Canadian Thanksgiving, Boxing Day, etc.).

Position Responsibilities:

Providing excellent customer service on approximately 30-40 (inbound) calls per day. Process transactions (account/investment changes, withdrawals, loans). Provide information and insight on retirement accounts the participant may have, typically related retirement plan-specific provisions. Assist customers with the completion of appropriate forms, explain rejections. Keep current with company policies, procedures, and processes. Meet metrics relative to customer feedback (surveys), first contact resolution, productivity, accuracy, and reliability. Recommend client centered resolutions to issues and identify and initiate exceptions within guidelines.

Qualifications:

Background in customer service (at least 2 years is ideal). Excellent communication skills, both verbal and written are required. Bilingualism in English/Spanish is an asset. Ability to deal with a wide variety of personalities in a professional manner. Confidence to handle unclear/unfamiliar expectations from customers. Assisting callers with website and app navigation/registration/account reset. Managing time effectively within a high volume and fast paced work environment, including the ability to work through multiple cases simultaneously in a timely manner. Aptitude to build positive relationships between customer/company, effectively organize, prioritize and multi-task. Attention to detail. Assuming responsibility and taking ownership until resolution. Capacity to work independently or with minimal direction, within a team. Knowledge of our business policies, procedures, and concepts. Post-secondary education with industry certification is preferred or equivalent work experience. Knowledge of 401k/pension plans (or Canadian equivalents) is an 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 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 recruitment@manulife.com .

Referenced Salary Location

Halifax, Nova Scotia

Working Arrangement

Hybrid

Salary range is expected to be between

$37,425.00 CAD - $62,375.00 CAD
If you are applying for this role outside of the primary location, please contact recruitment@manulife.com for the salary range for your location. 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. Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.


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 recruitment@manulife.com for more information about U.S.-specific paid time off provisions.