Client Service Representative - Retirement Plan Services
John Hancock - Boston, MA

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Key Focus:
The Client Services Representative is the point of contact for our Defined Contribution plan clients by responding to plan sponsor requests for information, resolving service issues, and performing operational activities.

Works closely Relationship Managers to ensure our plan sponsor clients are satisfied.

Handle a full caseload of ($10 M and above) with varying complexities by managing a variety of relationships, and supporting our 401k Mutual Fund, Defined Contribution bundled product.

Identify issues and lead the team to ensure accurate and timely solutions to meet business objectives.

Manage high profile cases which may require negotiation with external parties and other internal departments to minimize financial exposure.

Contribute to and identify opportunities for process improvements, detect trends and patterns of escalating issues within a changing environment where on-going product development is in process.

Partner with the plan implementation managers to ensure quality in the client service agreements, asset transfer instructions, administrative procedures, in accordance with the plan specifications and legislative requirements.

Collaborate with the ERISA Compliance Document Specialist during the plan review and restatement process

Maintain knowledge of ERISA compliance issues and awareness of on-going administrative issues that may arise during the review of a plan during new client implementations as well as existing clients undergoing corporate actions or other changes.

Bachelor's degree

At least 5 years of relevant work experience in the 401k defined contribution bundled product environment.

Ability to work independently, while leading projects and initiatives.

Demonstrated knowledge of retirement plan products and ERISA compliance.

Strong client-orientation, including the ability to work with internal and external customers.

Excellent analytical and organizational skills.

Ability to manage competing prioritizes and remain flexible and adaptable to a changing environment.

Take ownership for escalated issues generated by assigned caseload and/or team and inform appropriate parties as required.

Strong verbal and written communication skills.

Some travel may be required.

About John Hancock:
At John Hancock you will find a wealth of opportunity both professionally and personally. Whether you take advantage of our continuous training and development offerings or participate in community events, you will have the opportunity to grow. We offer careers from Investments to IT, Finance to Marketing, Sales to Legal, and Actuarial to Human Resources, to name a few.

John Hancock is a subsidiary of Manulife Financial, a leading Canadian-based financial services group serving millions of customers principally in Asia, Canada and the US, but have other operations in as many as 21 countries around the globe. The Company offers clients a diverse range of financial protection products and wealth management services through its extensive network of employees, agents and distribution partners. Each product and service employees its own team to support the sales, marketing, customer service, analysis, and senior management responsibilities.

For more information about our benefits and organization please visit

Agency submissions and contacts are by invitation only and must be initiated by John Hancock's Recruiting Department only. Unsolicited agency submissions will not be honored.


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From our humble beginnings in 1862 as a four person company formed in a single room, the name John Hancock, one of our nation's forefathers...