We're looking for a Client Account Representative to join our Retirement Operations team at MBPS. In this role, you will play a crucial role in delivering exceptional service and building strong relationships with Manulife John Hancock clients, brokers, third-party administrators, and plan participants.
Position Responsibilities:
- Manages a full block of clients
- Deliver professional and trusted service to Manulife John Hancock clients, brokers, third party administrators and plan participants as required.
- Build solid relationships both internally (including the field sales team) and externally to foster customer satisfaction and loyalty.
- Provide high-quality service to a block of clients by responding effectively to questions, issues and problems.
- Meet service quality and productivity standards to ensure a positive client experience and maximize service levels.
- Resolve or negotiate win-win solutions to client issues directly or by consulting with appropriate resources.
- Document and track client discussions or complaints and maintain client contract records.
- Proactively educate our clients and intermediaries on new product features and provide on-going education to client inquiries.
- Build and maintain solid relationships with customer base
- Provide accurate client administration by processing some standard financial transactions.
- Monitor, control and minimize outstanding suspense account items
- Contribute to the improvement of work systems of the department by identifying barriers and providing input to solutions
- Complete and participate in ongoing training and education to remain current of product, industry, service and administrative changes.
- Identify trends and patterns of client issues and escalate to appropriate person
Required Qualifications:
- 2–3 years of experience in business‑to‑business (B2B) client servicing or support.
- Experience as a Customer Service Representative, with a strong focus on relationship management.
- The individual must be very proficient in Excel, Microsoft Word, PowerPoint and Access Databases.
- Ability to develop and maintain strong relationships with customer base by demonstrating excellent interpersonal and communication skills (oral/written)
- Education Requirements: Undergraduates (minimum 2 years completed) or bachelor's degree.
Preferred Qualifications:
- Expertise in organizational skills to be able to work in a multitasking fast paced work environment.
- Strong analytical skills – ability to handle complex casework
- Demonstrated passion for providing client centric solutions
- Ability to work independently in a fast-paced environment
- Excellent presentation, facilitation skills and strong interpersonal skills
- Excellent written and verbal communications skills, proof reading skills, and documentation skills
- Consistent demonstrated use of good judgment and professionalism when dealing with sensitive, confidential matters
- Attention to detail
- Ability to create and maintain strong working relationships with all levels of employees
- Ability to be flexible and adaptable when dealing with change
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.
