Our customers are our top priority. In this dynamic and ever-evolving role, you will take a proactive approach to every interaction, ensuring a high-quality Manulife/John Hancock experience. This position is part of our US Retirement, FutureChoice Member Services team, where you will have responsibilities that include, but are not limited to risk mediation, reporting, process enhancement, procedure administration, project management, and administration for Operations.

Position Responsibilities:

• Transaction Processing: Accurately process contributions, distributions, loans, rollovers, and other plan-related transactions in accordance with regulatory guidelines and internal service level agreements

• Customer Experience Focus: Prioritize the participants’ experience by maintaining a high standard of service, proactively identifying and resolving issues that may impact customer satisfaction.

• Internal Service Support: Provide responsive and knowledgeable support to internal stakeholders (e.g., customer service, compliance, plan sponsors) regarding all aspects of 401(k) payment and transaction processing.

• Investigate and Resolve Inquiries: Research and resolve participant and plan-related issues with accuracy and timeliness, ensuring a high standard of service and compliance.

• Data Integrity & Recordkeeping: Maintain accurate and up-to-date participant records, ensuring all manual and system-based entries meet quality and audit standards.

• Process Improvement: Actively contribute to the continuous improvement of operational workflows by identifying inefficiencies, recommending enhancements, and supporting implementation efforts.

• Compliance & Documentation: Adhere to all regulatory requirements and internal controls, ensuring proper documentation and audit readiness for all transactions and exceptions.

• Cross-Functional Collaboration: Partner with other departments to resolve complex cases, support escalations, and ensure a seamless participant experience.

• Other Duties as Assigned: Flexibly support additional responsibilities as needed to meet team goals and evolving business needs.

Required Qualifications:

• Minimum 3 years industry experience in insurance, retirement, or financial services

• Knowledge or familiarity in 401(k) and pension plan administration

• AWS and Salesforce

• Proficiency in OMNI with solid end-to-end processing experience

Preferred Qualifications:

• 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.