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Retirement Service Specialist

John Hancock

John Hancock

Boston, MA, USA
Posted on Saturday, June 10, 2023

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 Retirement Service Specialist (RSS) works as a member of a broader team with a collaborative culture responsible for over $3.5B in annual asset retention including IRA rollover flows through educating and helping 401(k) participants who are terminating or retiring make good decisions about what to do with their retirement assets. This primarily involves reaching out to existing John Hancock 401(k) participants in an effort to follow up on pending deadlines as well as marketing materials that were previously mailed to participants. The RSS is also responsible for answering inbound participant’s inquiries regarding the status of their rollover transaction as well as educating, guiding and helping terminating and retiring participants understand the variety of options available to them so they can make informed decisions. The RSS is well versed in John Hancock 401(k) products as well as John Hancock’s IRA product offerings, which include the JH Mutual Fund IRA and JH Managed IRA. Using discretion and judgement, the RSS will collaborate with other key roles within the Personal Financial Services team and strategically manage the volumes of outbound and inbound calls necessary to assist all participants with their retirement needs in a timely manner.

Individual Responsibilities:

  • Member of a unique award-winning phone-based team within U.S. Retirement focused on servicing, educating and helping 401(k) participants make good decisions about what to do with their retirement assets when leaving their employers
  • 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, which includes the JH Mutual Fund IRA and JH Managed IRA
  • Deliver a superior customer experience in a professional manner while assisting participants in their decision-making process
  • Proactively share knowledge to ensure team objectives are met
  • Expected to achieve monthly activity and productivity targets
  • Adhere to the highest levels of integrity and professional conduct
  • Participate in training and coaching development programs designed to enhance 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
  • Other duties as assigned

Job Requirements:

  • Bachelor’s degree preferred
  • Securities Industry Essentials (SIE) Exam, Series 6 and 63 required within 12 months of hire
  • In order to be considered for advancement opportunities within this role as well as consideration for a promotion to the Retirement Consultant I role, a minimum time spent working in the role, consistent level of performance and the obtainment of industry licenses will be required
  • Passion for helping people on a one-on-one basis
  • Spanish-speaking is a plus
  • Strong listening and customer service skills
  • Excellent communication, presentation and negotiation skills
  • Strong analytical and problem-solving skills
  • Strong understanding of policies and procedures
  • Ability to work independently as well as in a team environment to meet stated goals and targets

Decision Authorities:

  • Ability to effectively communicate, build rapport and relate well to all kinds of people
  • Basic knowledge and understanding of IRA’s, 401(k) plans and investments in general
  • Thorough understanding of the John Hancock story, products, pricing, services and procedures
  • Good working understanding of 401k & IRA rules and regulations
  • Ability to anticipate, meet and/or exceed customer needs, wants and expectations
  • Detail oriented with the ability to prioritize and manage time in a multiple task environment to achieve desired outcomes
  • Ability to affect other’s actions, decisions, opinions or thinking
  • Strong analytical and problem-solving skills.
  • Ability to breakdown an issue, isolate and resolve the problem(s).
  • Ability to hold oneself accountable for personal actions
  • Exhibit high levels of integrity and professional conduct

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Asia, Canada, and Europe, and primarily as John Hancock in the United States. We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups and institutions. At the end of 2022, we had more than 40,000 employees, over 116,000 agents, and thousands of distribution partners, serving over 34 million customers. At the end of 2022, we had $1.3 trillion (US$1.0 trillion) in assets under management and administration, including total invested assets of $0.4 trillion (US $0.3 trillion), and segregated funds net assets of $0.3 trillion (US$0.3 trillion). We trade as ‘MFC’ on the Toronto, New York, and the Philippine stock exchanges, and under ‘945’ in Hong Kong.

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

Salary & Benefits

The annual base salary for this role is listed below.

Primary Location

Boston, Massachusetts

Salary range is expected to be between

$36,675.00 USD - $61,125.00 USD

If you are applying for this role outside of the primary location, please contact recruitment@manulife.com for the salary range for your location. The actual salary will vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training. Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.

Manulife/John Hancock offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plans. We also offer eligible employees various retirement savings plans (including pension/401(k) savings plans and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in the U.S. includes up to 11 paid holidays, 3 personal days, 150 hours of vacation, and 40 hours of sick time (or more where required by law) each year, and we offer the full range of statutory leaves of absence.

Know Your Rights I Family & Medical Leave I Employee Polygraph Protection I Right to Work I E-Verify I Pay Transparency

Company: John Hancock Life Insurance Company (U.S.A.)