Retirement Service Specialist

 As a Retirement Services Specialist (RSS), you’ll be part of a unique and collaborative award-winning phone-based team responsible for supporting over $3.5 billion in annual asset retention, including IRA rollover flows. Your role focuses on helping 401(k) participants who are retiring or leaving their employer make informed decisions about their retirement assets. You’ll proactively contact existing John Hancock participants to follow up on key deadlines and previously shared materials, guiding them through their options and ensuring they feel confident about their financial future. 

As a subject matter expert in John Hancock’s 401(k) and IRA products—including the JH Mutual Fund IRA and JH Managed IRA, the RSS uses good judgment and discretion to deliver outstanding service. Collaborating closely with the Personal Financial Services team, the RSS manages a high volume of both inbound and outbound calls, ensuring timely and effective support for all participant needs.

 
Position Responsibilities: 

• 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

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

• Proactively share knowledge to ensure team objectives are met

• Encouraged to achieve monthly activity and efficiency targets

• Adhere to the highest levels of integrity and professional conduct

• Participate in training and coaching development programs crafted to improve 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:

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

• Securities Industry Essentials (SIE) Exam, Series 6 and 63 required within 12 months of hire

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

• Passion for helping people on a one-on-one basis to meet and/or exceed customer needs, wants and expectations

• Strong listening and customer service skills

• Excellent communication, presentation and negotiation skills

• Strong analytical and problem-solving skills

• Strong understanding of policies and procedures

• Proficiency in operating individually as well as collectively to accomplish defined aims and objectives

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

Preferred Qualifications:

• Spanish-speaking is a plus

• Bachelor’s degree preferred

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

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.

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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 ori