The Opportunity

This role offers an opportunity to be at the forefront of transformation, innovation, and service excellence within the U.S. Retirement business. As a Client Account Advisor, you will help shape a new recordkeeping and operations ecosystem across people, process, technology, and data, while supporting business growth and maintaining Manulife/John Hancock’s strong service reputation.

In this dynamic, customer-focused role, you will handle inbound requests from 401(k) participants, providing account support, processing transactions, and assisting with website navigation. You will continuously build your knowledge of retirement products and deliver empathetic, proactive service—helping participants understand their options, transition to self-service tools, and make informed financial decisions.

Position Responsibilities:

• Coach, mentor, and train CSPs; manage helpline support and deliver QA-based coaching feedback 

• Handle escalations and ensure service standards and client satisfaction 

• Provide customer service on inbound calls, process transactions, and support retirement account inquiries 

• Assist with forms, explain rejections, and stay updated on policies and procedures 

• Meet performance metrics (FCR, productivity, accuracy, customer feedback) and recommend client-focused solutions 

• Support ad hoc tasks and drive process improvements or initiatives

Required Qualifications:

• 3 to 5 years customer service experience with strong verbal and written communication skills. Experience as a subject matter expert or supervisor in BPO setting is a must. 

• Experience with or working knowledge of AWS, Salesforce, and Omni platforms 

• Knowledge of 401(k) and pension plan structures and processes 

• Strong interpersonal skills with the ability to manage diverse customer personalities professionally

• Confident problem-solver able to handle ambiguous situations and unfamiliar customer needs  

• Effective multitasker who can manage high-volume workloads, prioritize cases, and maintain attention to detail 

• Accountable and self-driven team player with knowledge of business processes/policies and ability to work independently or collaboratively 

Preferred Qualifications:

• Experience or knowledge in AWS, Salesforce, and Omni is highly preferred

• Educational Background: Post-secondary education in business, finance, or a related field is preferred. Equivalent work experience will also be considered. 

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.

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 hr@manulife.com.

Hybrid