Are you passionate about being part of a growing business, working with diverse customers, and building relationships that will enhance your experience? Then we would love to have you join our Retirement Services Team as a Customer Service Professional!

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).

Responsibilities

• Deliver exceptional service on approximately 30–40 inbound calls per day, responding to participant needs with professionalism, empathy, and accuracy.

• Process retirement account transactions, including account and investment changes, withdrawals, loans, and other eligible requests.

• Explain retirement account information and plan-specific provisions clearly, helping participants understand their options and make informed decisions.

• Guide participants through required forms and supporting documentation, including explaining incomplete submissions, rejections, and next steps.

• Recommend participant-focused solutions, resolve issues at the first point of contact whenever possible, and initiate exceptions within established guidelines.

• Maintain current knowledge of company policies, procedures, and processes while meeting service standards for customer feedback, productivity, accuracy, reliability, and first-contact resolution.

Qualifications:

• Fluency in both English and Spanish is required, with excellent verbal and written communication skills in both languages.

• At least two years of customer service experience, ideally in a high-volume contact center or financial services environment.

• Proven ability to build positive customer relationships, communicate professionally with diverse personalities, and confidently navigate unfamiliar or complex requests.

• Strong digital aptitude, including the ability to guide customers through website and mobile app navigation, registration, and account access or reset processes.

• Excellent organization, prioritization, multitasking, and attention to detail, with the ability to manage multiple cases efficiently in a fast-paced environment.

• Demonstrated ownership, sound judgment, and ability to work independently and collaboratively; post-secondary education, industry certification, and knowledge of 401(k), pension, or equivalent retirement plans are considered assets.

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.  

This posting supports an ongoing hiring initiative for existing and/or future vacancies.

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 [email protected].

Salary & Benefits

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 [email protected] 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 [email protected] 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.