Client Account Representative

Halifax, NS
30+ days ago

Job Description

Are you looking for a supportive, collaborative workplace with great teams and inspiring leaders? You’ve come to the right place. We’re looking for ambitious people who share our values and want to make every day better for people around the world. If this sounds like you, and the career below sounds exciting, we’d like to hear from you.

Job Description

Are you passionate about working with customers, building relationships, and being part of a growing business? Then we would love to have you join our Retirement Services Team as a Client Account Representative!

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 US Retirement clients . It is a client servicing role assisting customers with their 401k pension plan (similar to our Canadian RRSP). Covering a comprehensive suite of products, tools and services, this role utilizes multiple systems, platforms and methods as outlined within the department training plan to meet service level standards. The role also has responsibility for Customer Protection around Personally Identifiable Information and risk mitigation including Account Take Over and Fraud. All clients are US based and service is provided over the phone and by email.

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:

  • Excellent communications skills (verbal and written)
  • 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
  • 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
  • Post-secondary education with industry certification is preferred or equivalent work experience
  • Ability to work collaboratively with teams and peers

Key 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

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.


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 Manulife

About Manulife Manulife Financial Corporation is a leading international financial services provider 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 our global wealth and asset management segment, Manulife Investment Management, serves individuals, institutions and retirement plan members worldwide. 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 March 31, 2021, we had CAD$1.3 trillion (US$1.0 trillion) in assets under management and administration, and in the previous 12 months we made $31.3 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

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] .


Not sure if you qualify?

Uvaro is here to help you land great jobs like this one.

Upgrade your skills

Other Jobs

Rise People

Rise is Canada’s complete people management solution that gives employers everything they need to build loyal and productive teams—all in one place. We collaborate and co-create to build solutions that completely change how companies of all shapes and sizes manage their payroll, scheduling, time tracking, group benefits, recruitment, onboarding, and more.

Vancouver, BC

1+ years of successful sales development experienced experience in B2B software or B2C services is a plus. Ability to work occasional evenings or weekends.

Waterloo, ON / Remote

Maintain detailed meeting notes and client feedback. Manage client invoicing, assist with periodic bookkeeping. Assist in creation of contracts and SOWs.

a few seconds ago
Remote / Remote