Retirement Service Specialist

The Retirement Service Specialist (RSS) works as a member of a broader team with a collaborative culture responsible for over $3.5B in annual asset retention including IRA rollover flows through educating and helping 401(k) participants who are terminating or retiring make good decisions about what to do with their retirement assets. This primarily involves reaching out to existing John Hancock 401(k) participants in an effort to follow up on pending deadlines as well as marketing materials that were previously mailed to participants.  The RSS is also responsible for answering inbound participant’s inquiries regarding the status of their rollover transaction as well as educating, guiding and helping terminating and retiring participants understand the variety of options available to them so they can make informed decisions. The RSS is well versed in John Hancock 401(k) products as well as John Hancock’s IRA product offerings, which include the JH Mutual Fund IRA and JH Managed IRA. Using discretion and judgement, the RSS will collaborate with other key roles within the Personal Financial Services team and strategically manage the volumes of outbound and inbound calls necessary to assist all participants with their retirement needs in a timely manner.

Position Responsibilities:

• Member of a unique award-winning phone-based team within U.S. Retirement focused on servicing, educating and helping 401(k) participants make good decisions about what to do with their retirement assets when leaving their employers

• Make outbound calls to existing 401(k) plan participants

• Respond to inbound participant inquiries regarding the status of 401k distributions

• Work with 401(k) Participants, Advisors, Plan Sponsors and Third Party Administrators (TPA’s) in an effort to assist in the facilitation of the 401(k) distribution process

• Respond and assist with internal inquiries regarding JH IRA accounts

• Ability to work independently and as a team with a customer focus

• Become well versed in John Hancock’s 401(k) products as well as John Hancock’s IRA product offerings, which includes the JH Mutual Fund IRA and JH Managed IRA

• Deliver a superior customer experience in a professional manner while assisting participants in their decision-making process

• Proactively share knowledge to ensure team objectives are met

• Expected to achieve monthly activity and productivity targets

• Adhere to the highest levels of integrity and professional conduct

• Participate in training and coaching development programs designed to enhance skills and provide opportunities for advancement within the RSS role and other firm-wide sales, marketing and management-related functions

• Share successful education and process improvement ideas in a team environment

Required Qualifications:

• Bachelor’s degree preferred

• Commitment to obtaining the Securities Industry Essentials (SIE) Exam, Series 6, 63 and 65 within 12 months of hire

• Passion for helping people on a one-on-one basis

• Spanish-speaking is a plus

• Strong listening and customer service skills

• Excellent communication, presentation and negotiation skills

• Strong analytical and problem-solving skills

• Strong understanding of policies and procedures

• Ability to work independently as well as in a team environment to meet stated goals and targets

Preferred Qualifications:

• Ability to effectively communicate, build rapport and relate well to all kinds of people

• Basic knowledge and understanding of IRA’s, 401(k) plans and investments in general

• Thorough understanding of the John Hancock story, products, pricing, services and procedures

• Good working understanding of 401k & IRA rules and regulations

• Ability to anticipate, meet and/or exceed customer needs, wants and expectations

• Detail oriented with the ability to prioritize and manage time in a multiple task environment to achieve desired outcomes

• Ability to affect other’s actions, decisions, opinions or thinking

• Strong analytical and problem-solving skills. 

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.

#LI-JH

The role being advertised is an existing vacancy.

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].

Referenced Salary Location

Salary range is expected to be between

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/John Hancock 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/401(k) savings plans and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in the U.S. includes up to 11 paid holidays, 3 personal days, 150 hours of vacation, and 40 hours of sick time (or more where required by law) each year, and we offer the full range of statutory leaves of absence.

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.

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