Third Party Support Analyst

Third Party Support Analyst

The Third Party Support Analyst is responsible for the planning, administering, executing and communicating information to our advisor and third party administrator partners. This role maintains and updates records and databases in accordance with prescribed formats and system requirement. This role also works with partners to ensure that documentation submitted can be processed and may periodically be required to perform walkthroughs of our website or provide assistance with other elements of our product(s). This is a customer facing role.

Position Responsibilities:

• Support onboarding and underwriting of new cases, including setup of firm/representative compensation and fee structures; ensure timely processing of individual and bulk payments
• Review and validate all documentation for compliance with John Hancock Retirement Plan Services guidelines and applicable federal/state regulations
• Assess agreed pricing against plan specifications; determine if additional client documentation is required due to pricing or representative changes
• Identify compliance issues, recommend resolutions, and escalate to management/internal partners as needed; proactively follow up on incomplete/non-compliant items
• Build and maintain strong relationships with internal and external stakeholders by responding to inquiries (phone/email), providing updates on case submissions, and supporting firm-level activities (mergers, acquisitions, transfers)

Required Qualifications:

• College/university graduate in a medical or health science field; underwriting or life insurance experience preferred but not required
• At least one year tenure in current role (for internal candidates), with no attendance issues or disciplinary actions
• Meets job expectations and passes all performance metrics in current unit
• Proficient with job-specific applications and Microsoft Office

Preferred Qualifications:

• Strong communication skills (verbal/written), customer-centric mindset, and collaboration; able to work independently and in teams with a positive, accountable attitude
• Excellent organization, analytical/critical thinking, decision-making, and problem-solving skills; strong attention to detail and compliance-minded
• Ability to multitask and prioritize in a fast-paced environment while meeting service standards for quality and productivity; fast learner and adaptable to change
• Proficient typing/keyboarding; demonstrates initiative for continuous learning and accepts new challenges (extra-miler)

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 https://www.manulife.com/en/about/our-story.html. 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.