FutureChoice Customer Service Professional; Spanish Bilingual

Position: Future Choice Customer Service Professional (Spanish Bilingual)
Are you excited about being part of an opportunity to be at the forefront of transformation, innovation and service excellence for our U.S. Retirement business? Then we would love to have you join our  Future Choice Retirement Services Team  as a  Customer Service Professional ! You will help to shape a new retirement recordkeeping and operations ecosystem including the complementary tenets of people, process, technology, and data.

You will be instrumental in evolving a new culture focused on efficiently servicing, transforming, and growing our U.S. Retirement business while maintaining our reputation for service excellence.
Our customers are our top priority. In this dynamic and ever-evolving role, you will take a proactive approach to every interaction, ensuring a high-quality Manulife/John Hancock participant experience. This position is part of our  US Retirement, Future Choice Participant Service Center , where you will be responsible for handling inbound requests from 401(k) participants in US Retirement Plans. Your tasks will include learning and developing by continuously attending structured and self-driven learning about the US Retirement products and rules, and how they apply to our participants’ needs.

When participants call, you will deliver an empathetic and engaging experience, applying the principles of understanding their needs and anticipating what additional support they may need. You’ll be expected to teach the participant about our website in our digitally driven user experience environment, preparing them for a future of self‑servicing and independence. Participants will ask you for information on their account, support processing investment changes and transactions such as withdrawals and loans, account information updates, and help making informed decisions to make life better and easier.
This is a full‑time,  hybrid  opportunity, requiring in‑office attendance only three  (3)  days per week (Mondays and Tuesdays are mandatory in‑office days, with one additional day to be selected). We are open Monday through Friday, from 8:00 a.m. to 10:00 p.m. Eastern Time. Successful candidates must be available for shifts that vary based on business needs.
Responsibilities   Provide exceptional customer service by efficiently handling all inbound calls and responding to customer inquiries with integrity and empathy.
Accurately process various transactions, including account changes, investment adjustments, withdrawals, and loan requests, while ensuring compliance with company policies.
Provide clear and comprehensive information on retirement accounts, emphasizing plan‑specific provisions to help participants make informed decisions.
Assist customers in preparing essential forms, clarifying any rejections, and offering solutions tailored to their needs within established guidelines.
Stay informed and up to date on company policies, procedures, and performance metrics to consistently meet high standards in customer feedback, first‑contact resolution, productivity, accuracy, and reliability.

Required Qualifications   At least two years of customer service experience, demonstrating a strong background in delivering exceptional support and resolving issues.
Bilingualism in Spanish and English is an asset. If the successful candidate is located in Québec, proficiency in both languages will be required to support customers from various provinces outside Québec.
Post‑secondary education with relevant industry certification is preferred; however, equivalent work experience in the field will also be considered.
Excellent verbal and written communication skills, with the ability to convey complex information clearly and effectively to varied audiences.
Demonstrated ability to effectively manage time in a high‑volume, fast‑paced environment, including the ability to handle multiple tasks simultaneously while maintaining attention to detail and accuracy.

Preferred Qualifications   Demonstrated ability to interact professionally with a wide range of personalities and manage complex customer expectations with confidence and assurance.
Ability to assist customers in using digital platforms, including…