Service Representative Jobs

We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive. Discover how you can grow your career, make impact and drive real change with our Winning Team today.

Working Arrangement

Hybrid

Key Accountabilities

Support – 35%

• Build and maintain successful and lasting relationships with existing and potential customers.
• Initiate Amendments requests for existing groups ensuring that information is complete and outstanding requirements are obtained
• Support Distribution partners in the acquisition of new business; participate in finalist presentations and implementation meetings.
• Advise – 35%
• Collaborate with our Customer Experience/Operations teams to facilitate information-sharing and identify key issues with our online customer
• Respond to benefit plan inquiries and resolve escalated inquiries from Plan Sponsors, Plan Advisors/Consultants and internal department contacts.

Understand the intricacies and complexities of each Plan Sponsor's Group Benefits designs and the sophistication of the Advisors/Consulting houses.

• Lead customer workshops and training around product updates & new features
• Prepare and analyze client reports by translating data into meaningful information.
• Deliver presentations to employee groups to facilitate enrolment and/or introduce their Group Benefits (in person or remote).
• Provide expertise on Manulife’s digital experience for group benefits clients (Web, mobile, voice), and highlight key features and functionality
• Provide reporting on digital uptake/usage to help group benefits clients understand overall plan health and identify areas of opportunity for education/engagement
• Educate – 30%
• Support group benefits clients in driving adoption of our digital tools and experiences among their plan members
• Generate client reports using web analytics platforms (Google Analytics, Adobe Analytics) and our own internal reporting tools
• Meet with plan administrators to train and educate them on effective methods of plan administration.

Job Requirement

Minimum five years of work experience in Group Benefits and/or account management.

• Thorough knowledge of Group Benefits products and services.
• Strong presentation skills and the ability to influence decision makers in various sizes of organization
• Strong customer-facing skills including expectation management, communication skills, information management
• Good knowledge of underwriting concepts.
• Experience using web analytics platforms (Google Analytics, Adobe Analytics) would be an asset
• Proficiency in all Microsoft Office products.
• Knowledge of Adobe Marketing Cloud (Adobe Experience Manager, Adobe Target) would be an asset
• GBA designation or working towards the designation an asset.
• Ability to think critically, analyze quantitative and qualitative data, and make recommendations to help clients identify opportunities for engagement/education among their plan members
• Must have a valid driver’s license and a personal automobile.
• Demonstrated analytical skills using Excel and/or PowerPoint to arrange and display relevant information during customer business reviews

Competencies

• Strong oral and written communication skills.
• Proven ability to determine business priorities, meet goals, manage high volumes of work and work collaboratively within team and across multiple teams.
• Excellent analytical, problem solving, interpersonal, organizational and time management skills.
• Excellent customer service skills.
• Strong negotiation and conflict management skills.
• Good leadership and presentation skills.
• Ability to be flexible and empathetic.

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

Calgary, Alberta

Salary range is expected to be between

$58,650.00 CAD - $97,750.00 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.