Description

The Opportunity

As a Client Service Manager in our John Hancock Retirement department you will be responsible for providing high quality, phone and email-based customer service to our USA clients regarding their Taft Hartley Retirement Plan.

This position requires advanced knowledge of 401k retirement products and processes to research and provide solutions to complex issues that fall outside normal processes.

This is a work from home opportunity open to any US State.

How will you create impact?

As a Client Service Manager, you will report into the Director, US Retirement Client Service for the Global Wealth and Asset Management (GWAM) business function.

Requirements

• Minimum of 3-5 years of 401k Retirement product experience is required
• Excellent verbal communication skills and effective listening skills are required
• 2 years call center experience is an asset
• Must possess and demonstrate strong leadership skills
• Proficient knowledge of Microsoft Office applications is required
• Attention to detail skills required
• Demonstrating commitment to quality
• Excellent organization and multi-tasking skills
• Advanced understanding of internal business processes and work flows

Individual Responsibilities

• Respond, within service standards, to all incoming calls from clients, brokers, & Third-Party Administrators
• Provide information regarding retirement account details, payments / transactions, products and application status to all parties
• Provide professional, high quality service to internal and external customers
• Provide operations support including resolving escalated customer complaints
• Effectively utilize leadership skills to support and contribute to team goals
• Leverage multiple computer-based administration systems to resolve complex issues
• Set and meet client expectations for complex issue resolution and follow-up with client within an established, specified timeframe
• Refer complex situations to Team Leaders for review and / or exception approval
• Understand how metrics, quality, and engagement impact the business

Shared Responsibilities

• Assists with training of the team; such as new-hire training, cross-training, and one-on-one development
• Work with other areas to create and validate training documents, as well as offer suggestions for process improvements as needed

What motivates you?

• You obsess about customers, listen, engage and act for their benefit.
• You think big, with curiosity to discover ways to use your agile approach and enable business outcomes.
• You thrive in teams and enjoy getting things done together.
• You take ownership and build solutions, focusing on what matters.
• You do what is right, work with integrity and speak up.
• You share your humanity, helping us build a diverse and inclusive work environment for everyone.

What can we offer you?

• A competitive salary and benefits packages.
• A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.
• A focus on growing your career path with us.
• Flexible work policies and strong work-life balance.
• Professional development and leadership opportunities.

Our commitment to you

• Values-first culture : We lead with our Values every day and bring them to life together.
• Boundless opportunity : We create opportunities to learn and grow at every stage of your career.
• Continuous innovation : We invite you to help redefine the future of financial services.
• Delivering the promise of Diversity, Equity, and Inclusion : We foster an inclusive workplace where everyone thrives.
• Championing Corporate Citizenship : We build a business that benefits all stakeholders and has a positive social and environmental impact.
6 hours ago