Description:
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.
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.
- We are open to candidates in any USA state, as this is a Remote position.
Position 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.
Required Qualifications
- Minimum of 5+ years of 401k Retirement product experience is required.
- Excellent verbal communication skills and effective listening skills are required.
- Must possess and demonstrate strong leadership skills.
- Proficient knowledge of Microsoft Office applications is required.
- Attention to detail skills required.
- Demonstrating commitment to quality.
- Excellent organization and multi-tasking skills.
- Advanced knowledge of the business area, processes and services provided and an in-depth understanding of internal business procedures and workflows.