Retirement Customer Correspondence

Retirement Customer Correspondence is responsible for managing end‑to‑end 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 atte ntion 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 Bachelor's degree (S1) in any discipline
• Minimum 1 year experience in customer service / contact center
• Strong customer service mindset with professional telephone etiquette
• Ability to multi‑task and work in a fast‑paced environment
• Good problem‑solving and listening skills
• Computer literate and detail‑oriented
• Flexible and adaptable to change

Preferred Qualifications:

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

When you join our team:

• We'll empower you to learn and grow the career you want.
• We'll recognize and support you in a flexible environment where well-being and inclusion are more than just words.
• As part of our global team, we'll 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 .

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 .