Client Onboarding Coordinator

5 months ago

Halifax, Canada Manulife Full time

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**

Hybrid

**The Opportunity**

Are you looking for an opportunity to get a 360-degree understanding of the Retirement Plan Services (RPS) business? Do you consider yourself a master relationship manager? Are you able to handle many things at the same time? If this interests you, then we want to meet you

The role of the **Client Onboarding **Coordinator **is to provide our **John Hancock **401k retirement clients **and third-party business partners with a superior service experience while setting up their new contract in an accurate and efficient manner. Your ability to build strong relationships, and make a strong first impression with our clients, will create a lifetime of loyalty. This is an opportunity to join a fast paced, dynamic team and to develop your project management skills.

**Responsibilities**
- Build and maintain new relationships throughout the entire post-sale, new business process by leading multiple parties through the process, setting expectations and effectively responding to questions, issues and problems, following up on outstanding items.
- Ability to handle a full caseload of mostly smaller asset clients with varying complexities
- Identify, analyze, design and quarterback implementation in a time sensitive environment.
- Effectively manage the implementation during the onboarding cycle while partnering with both client and internal/external team members.
- Negotiate with external parties and other internal John Hancock Financial departments to minimize financial exposure.
- Facilitate/quarterback the receipt of all required documentation while enforcing John Hancock ‘s Underwriting Guidelines to ensure all forms are received and completed in compliance with federal and state legislation.
- Provide oversight and ownership of the processing of large financial transactions which may also include non-standard and/or specially priced arrangements, to ensure proper pricing and setup of the contract
- Identify opportunities for process improvements, identify trends and patterns of new case submissions and escalate issues to management thereby contributing to departmental goals and initiatives.
- Identify the developmental needs of the department as well as contribute to the work systems improvement of the department by identifying barriers and providing input on solutions.
- Issue the client contract in accordance with the plan specifications and federal & state legislation while identifying contracts that may require amendment packages due to legislative changes or product enhancements.
- Build solid partnerships with internal and external partners, through varying sales cycles and tight timelines.

**How will you create impact?**

Reporting to the Manager, North American Retirement, you will be part of the John Hancock’s (Manulife's US Division) Retirement Plan Services (RPS) National Conversion Center on boards a high volume of small to medium size 401(k) pension plans onto John Hancock's Signature platform.

**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 a diverse and inclusive work environment for everyone.

**What we are looking for**
- Post-secondary education or equivalent work experience.
- Previous experience in the financial services industry.
- Knowledge of pension/investment business is an asset.
- Strong negotiation, relationship management and organizational skills.
- A mathematical aptitude is helpful.
- 401k knowledge or certification is an asset.
- Ability to manage competing prioritizes and continuously deliver on expectations.
- Take ownership for escalated issues generated by assigned caseload and/or team and inform appropriate parties as required.
- Ability to judge and decide what requires immediate attention and action with a sense of urgency to bring about the desired result.
- Proven negotiation and problem-solving skills with the ability to recognize implications of issues and solutions.
- Demonstrated strength in obtaining or providing information in situations which require tact, diplomacy or persuasion and dealing with frustrated or uncooperative clients and/or k

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