Client Account Representative

Job title: Client Account Representative

Job description: Are you looking for unlimited opportunities to develop and succeed? With work that challenges and makes a difference, within a flexible and supportive environment, we can help our customers achieve their dreams and aspirations.

Job Description

With the customer as the main focus, this role will take a proactive approach to every customer interaction, to ensure a high-quality Manulife/John Hancock experience. This role is primarily accountable for managing, resolving and communicating service requests for the US Division of Manulife – John Hancock in Retirement Plan Services (RPS). It is a client servicing role assisting customers with their 401k pension plan (similar to our Canadian RRSP), and managing a dedicated block of corporate clients. All clients are US based and service is provided over the phone and by email.

The role also has responsibility for Customer Protection around Personally Identifiable Information and risk mitigation including Account Take Over and Fraud. Incumbents fully understand that the customer is at the center of everything we do and demonstrate behaviors that exemplify this.

Key Accountabilities:

Accurately and thoroughly handle increasingly complex client service requests at initial point of contact

Provide information and insight on insurance, group benefit, retirement or banking products the member/policy holder may have, typically related to coverage, benefits payments, follow up on outstanding information requests or policy features

Effectively use multiple administrative systems to resolve inquiries, within the defined service standards

Assist customers with the completion of appropriate forms and other policy requirements

Respond to customer inquiries on insurance/investment policies and claims

Take a proactive role in identifying and reporting areas of continuing client concern (trends) and make recommendations to help develop and implement strategies to resolve the issues in order to improve the service experience

Recommend client centered resolutions to issues and identify and initiate exceptions within guidelines

Identify opportunities and make recommendations to improve operational processes and practices

Responsible for contributing to a strong collaborative team and building customer working relationships while providing excellent customer service

Keep current with company policies, procedures and processes

Meet expectations relative to productivity, accuracy and service excellence

Process transactions on behalf of clients if/when required

Job Requirements (Education, Experience, Knowledge, Skills and Competencies):

Customer service focus and skills

Ability to build positive relationships between customer/company

Commitment to achieving high levels of service excellence

Ability to work independently or with minimal direction, within a team

Excellent communications skills (verbal and written) in English and/or French/Spanish

Analytical and problem solving skills

Assuming responsibility and taking ownership until resolution

Knowledge of our business policies, procedures and concepts

Ability to effectively organize, prioritize and multi-task

Attention to detail errors in processing financial transactions can lead to write-offs absorbed by the business which impacts the businesses profitability

Post-secondary education with industry certification is preferred or equivalent work experience

Ability to work collaboratively with teams and peers

Key Problems/Challenges:

Confidently dealing with unclear/unfamiliar expectations from clients

Managing time effectively within a high volume and fast paced work environment

Dealing with multiple cases simultaneously in a timely manner

Maintaining procedural expertise, broad knowledge and keeping current with our systems and products in our rapidly changing environment

Able to deal with differing opinions and personalities in a professional manner

Scope (Dimensions & Organizational Impact):

Has authority to operate within defined guidelines and processes/practices

This role is the “Voice of the Customer” to Manulife

Our focus on customer centricity will set us apart from our competition

Providing correct and accurate information to maintain Manulife Financial’s reputation and our client relationships

Canadian Stat Holidays – employees are required to work some Canadian stat holidays on a rotational basis. Overtime pay or time off in lieu is provided for working stat holidays.

#M-CA-IN-CM

If you are ready to unleash your potential, it’s time to start your career with Manulife/John Hancock.

About Manulife

Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Canada, Asia, and Europe, and primarily as John Hancock in the United States. We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups and institutions. At the end of 2020, we had more than 37,000 employees, over 118,000 agents, and thousands of distribution partners, serving over 30 million customers. As of December 31, 2020, we had $1.3 trillion (US$1.0 trillion) in assets under management and administration, and in the previous 12 months we made $31.6 billion in payments to our customers. Our principal operations are in Asia, Canada and the United States where we have served customers for more than 155 years. We trade as ‘MFC’ on the Toronto, New York, and the Philippine stock exchanges and under ‘945’ in Hong Kong.

Manulife is an equal opportunity employer. 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 and advancement and we administer all of our practices and programs based on qualification and performance and without discrimination on any protected ground. It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will consult with applicants contacted to participate at any stage of the recruitment process who request any accommodation. Information received regarding the accommodation needs of applicants will be addressed confidentially.

Company: Manulife

Expected salary:

Location: Halifax, NS

Job date: Mon, 07 Jun 2021 22:54:31 GMT