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)