Client Account Representative Jobs

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Working Arrangement
Hybrid

Job Profile Description
Customer satisfaction, relationship building, and loyalty are essential to the success of the Group Retirement Solutions business. This position is responsible for supporting all Customer Experience areas and Field offices with respect to services for a dedicated block of clients within the Group Retirement Corporate Market Segment.
The Customer Service Representative is the single point of contact for day-to-day service in the organization. The Customer Service Representative is accountable for ensuring that any service-related issues received are being managed in the timeframes required and organizes all resources required to deliver the highest level of customer experience including resolution of issues. All issues, resolutions and are project managed by the Customer Service Representative.
The Customer Service Representative will manage corporate clients in partnership with the Field offices and communicates effectively with partners across the business for convergence clients with our Group Benefits Partners.
The Customer Service Representative will work closely with other Customer Experience teams as they manage issues as related to their assigned group of clients.
Key Accountabilities

• Make your clients feel as though they are your NUMBER ONE PRIORITY with every single interaction
• Accountable for initial investigation of operational errors within Plan Sponsor Services team.
• Coordinates with cross functional areas, to deliver client solutions – providing a single point of contact for service
• Representative will support external clients and internal clients by lending their knowledge and expertise with clients, may be called upon to attend meetings face to face with Plan Sponsors.
• The candidate must be able to develop ‘win-win’ solutions to complex problems under tight deadlines; manage boundaries between our customer base so roles are clear, workflow is smooth, and service is seamless
• With a select block of challenging cases, provide high quality service by responding effectively to Customers questions, issues and problems (written and verbal). Customers may include internal partners, plan sponsors and plan members.
• First point of Contact
• Acknowledge internal and external client emails same day when received by 2pm EST, replies to voice mail same day
• Communicate with the client environment to proactively prevent errors and ensure all relevant parties are current and informed on case issues

Qualifications

• Strong interpersonal, communication skills and presentation skills
• Very Strong Customer Service experience, proven ability to manage and foster relationships with both internal and external partners to DRIVE CUSTOMBER CENTRICITY
• Team Player seeks out ways to improve team dynamics.
• Strong knowledge of workflows, procedures and the functionalities, complexities and limitations of GRS systems
• Proven ability to quickly and easily adapt to changes within the business and organization. Can easily move from supporting one assignment to another.
• Thorough knowledge of the area’s business, systems and procedures. Understands and aligns work to Customer objectives, proven ability to quickly and easily adapt to changes to meet customer needs.
• Innovative thinker. Generates new and unique ideas, approaches and solutions to problems and opportunities. Openly questions traditional assumptions and procedures.
• Good understanding of applicable legislation and/or privacy regulations and guidelines
• Takes PROACTIVE approach to act on ideas and opportunities before being asked or forced to by events. Commits to a course of action in the face of risks and uncertainty. Takes personal responsibility for making decisions or engaging resources.
• Good Negotiating and Influencing Skills using those skills to DRIVE CHANGE

Every career at Manulife/John Hancock provides the opportunity to learn new skills and move your career forward. Ready to make an impact somewhere? What are you waiting for? Apply today.
About John Hancock And Manulife
John Hancock is a unit of Manulife Financial Corporation, a leading international financial services group that helps people make their decisions easier and lives better. We operate primarily as John Hancock in the United States, and Manulife globally, including Canada, Asia and Europe. We provide financial advice, insurance and wealth and asset management solutions for individuals, groups and institutions. Assets under management and administration by Manulife and its subsidiaries were CAD$1.3 trillion (US$1.1 trillion) as of June 30, 2021. Manulife Financial Corporation trades as MFC on the TSX, NYSE, and PSE, and under 945 on the SEHK. Manulife can be found at manulife.com.
One of the largest life insurers in the United States, John Hancock supports more than 10 million Americans with a broad range of financial products, including life insurance, annuities, investments, 401(k) plans, and education savings plans. Additional information about John Hancock may be found at johnhancock.com.
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 [email protected].
Salary & Benefits
The annual base salary for this role is listed below.
Primary Location
CAN, Nova Scotia, Halifax, 2727 Joseph Howe Drive
Salary range is expected to be between
$39,900.00 CAD - $66,500.00 CAD
If you are applying for this role outside of the primary location, please contact [email protected] for the salary range for your location. The actual salary will vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training. Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.
Manulife offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plans. We also offer eligible employees various retirement savings plans (including pension and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in Canada includes holidays, vacation, personal, and sick days, and we offer the full range of statutory leaves of absence. If you are applying for this role in the U.S., please contact [email protected] for more information about U.S.-specific paid time off provisions.