Customer Service Representative (B2B)

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.

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].

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