Retirement Client Services Specialist

Manulife; Boston (MA); Hybrid; USD 62,000 - 103,000; Full time

Benefits offered by this job

Incentive programs

Flexible environment

Diversity and inclusion

Comprehensive benefits

Job summary

Manulife Retirement John Hancock in Boston is seeking an individual contributor to shape a new retirement recordkeeping and trust operations ecosystem. You will deliver high-quality client service to our clients and intermediaries, supporting a culture of transformation, service excellence, and continuous improvement.

Reporting to the Operations Director, you will collaborate across teams, leverage multiple administration systems, and help set expectations for complex issue resolution within

Qualifications

• 2–4 years of retirement product experience.
• Excellent verbal communication and effective listening skills.
• Ability to build positive relationships between customer and company.
• Strong attention to detail.
• Commitment to continuous improvement and challenging the status quo.
• Excellent organization and multi-tasking skills.
• In-depth knowledge of the business area, processes and services.
• 401k retirement product experience.
• Experience with ERISA/Plan design.

Responsibilities

• Deliver high level client service through reactive and proactive communication.
• Respond, within service standards, to all incoming inquiries from clients and advisors.
• Complete plan level administrative functions.
• 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 administration systems to address inquiries.
• Set and meet client expectations for complex issue resolution and follow-up within an established, specified timeframe.

Skills

Retirement product experience

Communication skills

Relationship building

Attention to detail

Continuous improvement mindset

Multi-tasking

Tools

Omni Recordkeeping software

Job description

Manulife Retirement John Hancock in Boston is seeking an individual contributor to shape a new retirement recordkeeping and trust operations ecosystem. You will deliver high-quality client service to our clients and intermediaries, supporting a culture of transformation, service excellence, and continuous improvement.

Reporting to the Operations Director, you will collaborate across teams, leverage multiple administration systems, and help set expectations for complex issue resolution within