Retirement Services Specialist – Customer Care

Manulife; United States; Hybrid; USD 42,000 - 66,000; Full time

Job summary

Manulife is seeking a Customer Service Professional to support 401(k) participants in a hybrid US role, focusing on service excellence and efficient operations within a transformational retirement program.

You will handle inbound calls, process transactions, and guide participants through plan provisions, leveraging strong communication and problem-solving skills to deliver high-quality experiences and help clients make informed decisions.

Qualifications

• Minimum 2+ years of customer service experience.
• Strong verbal and written communication skills.
• Ability to manage diverse customer needs professionally.
• Effective multitasker with attention to detail.
• Able to work independently or in a team and follow business policies.

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.

Skills

Customer service

Verbal communication

Written communication

Interpersonal skills

Problem-solving

Multitasking

Team player

Independent work

Education

Post-secondary education in business/finance

Tools

AWS

Salesforce

Job description

Manulife is seeking a Customer Service Professional to support 401(k) participants in a hybrid US role, focusing on service excellence and efficient operations within a transformational retirement program.

You will handle inbound calls, process transactions, and guide participants through plan provisions, leveraging strong communication and problem-solving skills to deliver high-quality experiences and help clients make informed decisions.