Retirement Customer Correspondence

Retirement Customer Correspondence is responsible for managing endtoend customer correspondence related to retirement and pension claims. This includes preparing reviewing and issuing accurate and timely written communications in accordance with applicable regulations internal policies and service standards to ensure clarity compliance and operational accuracy.

The role plays a key part in delivering a smooth reliable and trustworthy experience for retirement customers by ensuring clear and consistent communication throughout the claims process. By working closely with internal stakeholders and maintaining strong attention to detail the role supports effective claims resolution strengthens customer confidence and contributes to overall service excellence within the retirement function.

Position Responsibilities:

• Deliver trusted professional and reliable service to MANULIFE clients and build customer satisfaction and loyalty
• Meet quality expectations to ensure a positive client experience
• Meet productivity expectations to maximize team service levels
• Provide effective and timely resolution of a range of customer inquiries
• Strike a positive and cooperative tone with both customers and coworkers
• Strive for first-call resolution of customer issues
• Translate scenarios that require problem resolution to positive service experiences
• Strengthen the perception of MANULIFE in the marketplace
• Possess the ability to work in a team environment as well as being able to resolve issues accurately and independently
• Complete ongoing training to stay abreast of product industry service and policy changes
• Other duties as assigned

Required Qualifications:

• Minimum Bachelors degree (S1) in any discipline
• Minimum 1 year experience in customer service / contact center
• Strong customer service mindset with professional telephone etiquette
• Ability to multitask and work in a fastpaced environment
• Good problemsolving and listening skills
• Computer literate and detailoriented
• Flexible and adaptable to change

Preferred Qualifications:

• Solid interpersonal skills to effectively build relationships and communicate with other

When you join our team:

• Well empower you to learn and grow the career you want.
• Well recognize and support you in a flexible environment where well-being and inclusion are more than just words.
• As part of our global team well support you in shaping the future you want to see.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider helping people make their decisions easier and lives better. To learn more about us visit 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 .