Client Service Manager

We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive. Discover how you can grow your career, make impact and drive real change with our Winning Team today. 

Working Arrangement

Job Description

The Opportunity

As a Client Service Manager in our John Hancock Retirement department, you will be responsible for providing high quality, phone and email-based customer service to our USA clients regarding their 401k Defined Contribution Plan.

This position requires advanced knowledge of 401k retirement products and processes to research and provide solutions to complex issues that fall outside normal processes.

*We are open to candidates in any USA state, as this is a Remote position.

Individual Responsibilities

• Respond, within service standards, to all incoming calls from clients, brokers, & Third-Party Administrators.
• Provide information regarding retirement account details, payments / transactions, products, and application status to all parties.
• Provide professional, high-quality service to internal and external customers.
• Provide operations support including resolving escalated customer complaints.
• Effectively utilize leadership skills to support and contribute to team goals.
• Leverage multiple computer-based administration systems to resolve complex issues.
• Set and meet client expectations for complex issue resolution and follow-up with client within an established, specified timeframe.
• Refer complex situations to Team Leaders for review and/or exception approval.
• Understand how metrics, quality, and engagement impact the business.

Shared Responsibilities

• Assists with training of the team, such as new-hire training, cross-training, and one-on-one development.
• Work with other areas to create and validate training documents, as well as offer suggestions for process improvements as needed.

How Will You Create Impact?

As a Client Service Manager, you will report into the Manager, US Retirement Client Service for the Global Wealth and Asset Management (GWAM) business function.

What Motivates You?

• You obsess about customers, listen, engage, and act for their benefit.
• You think big, with curiosity to discover ways to use your agile approach and enable business outcomes.
• You thrive in teams and enjoy getting things done together.
• You take ownership and build solutions, focusing on what matters.
• You do what is right, work with integrity and speak up.
• You share your humanity, helping us build …