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Working Arrangement
Hybrid
Job Description
Our PlanRight Support team assists members with a few different components of their Group Retirement plans. First the team is responsible for providing some key member engagement interaction touch points through the customers lifecycle with Manulife; Welcome support. When members are new to their plan we provide education on how their employer plans work, along with retirement counsel for members enrolled in our retirement redefined program. In addition, the PlanRight Support team also assists members with transaction and questions on their investments, such as, , fund direction and fund changes, investment management fees, rates of return and the impact of fund rationalizations, information on GRIP (Group Retirement Income Plans) plans including payment schedules, unscheduled withdraws and unlocking. This is a full time position, 37.5 hours per week between the hours of 9:00 am and 5:00 pm EST Monday to Friday.
Key Accountabilities:
Manage inbound, outbound and email databases to provide outstanding education and advice to members regarding their retirement products. This involves guiding members through the enrolment process, assisting with fund selection and ensure the member is proficient in their options and taking full advantage of the employer program.
Gather and accurately record all customer information required to process member transactions in one of the 3 record keeping systems/CRM tools. This could include enrolments, asset consolidations, demographic information updates, investment changes, etc.
Providing outstanding customer experience accurately and professionally
Reviewing GRIP plans, payment schedules and unscheduled payments
Review of LIF unlocking inquiries
Review of investment management fee questions
Meeting productivity and quality objectives established by the department as well as Customer Experience Call Audits
Management of the inbox and cases that are assigned to the team
Completion of transfer in requests for former Standard Life accounts
Job Requirements:
Must be a strong communicator both verbally for phone consultations and in email
Deliver outstanding customer service in a professional manner
Must be well organized and detailed in approach, with good follow-through
Gather and accurately record and update member account changes to their investments
Remain current and up to date on system processes, updates and changes
Proactively share knowledge and best practices to ensure objectives are met
While not a formal sales role, must be fearless when it comes to achieving “soft” sales targets
Background and Experience:
Previous customer service experience
Punctuality and attendance is critical
Great attitude and high energy
Effective listening skills and empathy
A desire to learn and grow in a dynamic global company and to have the ability to learn and apply new knowledge
Navigation of software and multiple applications
Ability to understand questions and/or to probe for additional information or clarification to gain understanding (attention to detail)
Able to work in a very structured, fast-paced environment
Teamwork and collaboration
Able to accept regular coaching feedback and apply improvements suggested
Assets (preferred but not necessary):
Background in a financial services industry
Understanding of Investment products available to Canadian Investors (eg. RRSP, RRIF)
Knowledge of segregated funds
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About John Hancock and Manulife
John Hancock is a unit of Manulife Financial Corporation, a leading international financial services group that helps people make their decisions easier and lives better. We operate primarily as John Hancock in the United States, and Manulife globally, including Canada, Asia and Europe. We provide financial advice, insurance and wealth and asset management solutions for individuals, groups and institutions. Assets under management and administration by Manulife and its subsidiaries were CAD$1.3 trillion (US$1.1 trillion) as of June 30, 2021. Manulife Financial Corporation trades as MFC on the TSX, NYSE, and PSE, and under 945 on the SEHK. Manulife can be found at manulife.com .
One of the largest life insurers in the United States, John Hancock supports more than 10 million Americans with a broad range of financial products, including life insurance , annuities , investments , 401(k) plans , and education savings plans . Additional information about John Hancock may be found at johnhancock.com .
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] .
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