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.
Customer satisfaction, relationship building and loyalty are essential to the success of the Group Retirement Solutions business. This position is responsible for supporting all Customer Experience areas and Field offices with respect to services for a dedicated block of clients within the Group Retirement Corporate Market Segment.
The Bilingual Client Account Representative is the single point of contact for day to day service in the organization. The Bilingual Client Account Representative is accountable for ensuring that any service related issues received are being managed in the timeframes required and organizes all resources required to deliver the highest level of customer experience including resolution of issues. All issues, resolutions and are project managed by the Client Account Representative
They will manage corporate clients in partnership with the Field offices and communicates effectively with partners across the business for convergence clients with our Group Benefits Partners.
They will work closely with other Customer Experience teams as they manage issues as related to their assigned group of clients.
First point of Contact
With a select block of challenging cases, provide high quality service by responding effectively to Customers questions, issues and problems (written and verbal). Customers may include internal partners, plan sponsors and plan members.
Accountable for initial investigation of operational errors within Plan Sponsor Services team.
Coordinates with cross functional areas, to deliver client solutions – providing a single point of contact for service
Representative will support external clients and internal clients by lending their knowledge and expertise with clients, may be called upon to attend meetings face to face with Plan Sponsors.
The candidate must be able to develop ‘win-win’ solutions to complex problems under tight deadlines; manage boundaries between our customer base so roles are clear, workflow is smooth and service is seamless
Communicate with the client environment to proactively prevent errors and ensure all relevant parties are current and informed on case issues
Acknowledge internal and external client emails same day when received by 2pm EST, replies to voice mail same day
Make your clients feel as though they are your NUMBER ONE PRIORITY with every single interaction
Must be bilingual (French/English)
Very Strong Customer Service experience, proven ability to manage and foster relationships with both internal and external partners to DRIVE CUSTOMBER CENTRICITY
Strong knowledge of workflows, procedures and the functionalities, complexities and limitations of GRS systems
Good understanding of applicable legislation and/or privacy regulations and guidelines
Thorough knowledge of the area’s business, systems and procedures. Understands and aligns work to Customer objectives, proven ability to quickly and easily adapt to changes to meet customer needs.
Good Negotiating and Influencing Skills using those skills to DRIVE CHANGE
Proven ability to quickly and easily adapt to changes within the business and organization. Can easily move from supporting one assignment to another.
Innovative thinker. Generates new and unique ideas, approaches and solutions to problems and opportunities. Openly questions traditional assumptions and procedures.
Takes PROACTIVE approach to act on ideas and opportunities before being asked or forced to by events. Commits to a course of action in the face of risks and uncertainty. Takes personal responsibility for making decisions or engaging resources.
Team Player, seeks out ways to improve team dynamics.
Strong interpersonal, communication skills and presentation skills
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 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] .