Client Account Representative

Customer satisfaction and loyalty are vital to the success of our Group Retirement Solutions business.

We are seeking a dedicated Client Account Representative (CAR) who will play a pivotal role in supporting all areas of Customer Experience and field offices, focusing on a dedicated portfolio within Plan Sponsor Services. As the single point of contact for day-to-day service interactions, the CAR ensures timely resolution of service-related issues by coordinating necessary resources to deliver outstanding customer experience. This includes addressing and resolving any challenges efficiently and effectively, while also implementing solutions that enhance service quality both in the short and long term.

The CAR will collaborate closely with field offices and communicate with partners across the organization for convergence clients. Additionally, the representative will work alongside other Customer Experience teams to manage activities related to their assigned client group.

Key Responsibilities:

• Deliver high-quality service by addressing customer inquiries and issues (written and verbal) for a specific group of challenging cases.
• Conduct initial investigations of operational errors within Plan Sponsor Services.
• Coordinate with cross-functional teams to provide client solutions, serving as a single point of contact.
• Support both external and internal clients with expertise, including attending meetings with Plan Sponsors when necessary.
• Develop solutions to complex problems under tight deadlines, ensuring smooth workflow and clear role boundaries.
• Communicate proactively to prevent errors, keep all parties informed, and promptly acknowledge client communications within set time frames.

Qualifications:

• Strong customer service skills with proven ability to manage and foster relationships with internal and external partners.
• In-depth knowledge of workflows, procedures, and the functionalities, complexities, and limitations of GRS systems.
• Bilingualism (English and French) is an asset. If the successful candidate is in Québec, proficiency in both languages will be required to support clients from various provinces outside of Quebec.
• Understanding of applicable legislation, privacy regulations, and guidelines.
• Strong business, systems, and procedures knowledge with the ability to align work to customer objectives and adapt to changes.
• Demonstrated ability to evaluate feasibility, assess risks, make informed decisions, and negotiate effectively.
• Innovative thinker with the ability to generate unique ideas and openly question traditional assumptions.
• Proactive in taking initiative and making decisions, with a commitment to action despite risks and uncertainties.
• Strong interpersonal, communication, presentation, and math skills, with proficiency in Excel, Word, and PowerPoint; IFIC, CSC, or RPA designation are assets.

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. To request a reasonable accommodation in the application process, contact [email protected].

Referenced Salary Location

Salary range is expected to be between

Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance. 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. If you are applying for this role outside of the primary location, please contact [email protected] for the salary range for your location.

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.