Service Representative

6 months ago

Toronto, Canada Manulife Full time

We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive. Discover how you can grow your career, make impact and drive real change with our Winning Team today.

**Working Arrangement**

Hybrid

**The Opportunity**

Reporting to the Manager, Service Delivery, the Service Representative supports our distribution partners in the delivery of value-added benefits and superior service to Plan Advisors/Consultants and Plan Sponsors. This team routinely collaborates with internal service providers such as Customer Experience, Underwriting, and Implementation.

Capitalizing on sound industry knowledge, the Service Rep delivers superior service to their various client and advisor groups. This role represents Manulife professionally in client-facing meetings, and industry presentations as well as driving value for our clients and their plan members through empowering them to use Manulife’s group benefits engagement platform. Strong relationship management skills are essential in building and maintaining connections with Clients, Advisors/Consultants and Manulife’s sales teams.

An in-depth knowledge and understanding of the Group Benefits products, services and workflows both internally and within the regional office environments are a must. Negotiating and influencing skills are paramount given that the Service Rep collaborates internally across multiple departments, as well as externally with Plan Advisors, Consultants and Sponsors.

The Service Representative will have accountability to ensure client service satisfaction, conservation and profitability of our Group Benefits block of business.

**Key Accountabilities (Allocate the percent of total working time spending on each accountability, which should add up to 100%)**
- **Support - 35%**
- Support Distribution partners in the acquisition of new business; participate in finalist presentations and implementation meetings.
- Respond to benefit plan inquiries and resolve escalated inquiries from Plan Sponsors, Plan Advisors/Consultants and internal department contacts.
- Initiate Amendments requests for existing groups ensuring that information is complete and outstanding requirements are obtained
- Collaborate with our Customer Experience/Operations teams to facilitate information-sharing and identify key issues with our online customer
- **Advise - 35%**
- Build and maintain successful and lasting relationships with existing and potential customers.
- Understand the intricacies and complexities of each Plan Sponsor's Group Benefits designs and the sophistication of the Advisors/Consulting houses.
- Prepare and analyze client reports by translating data into meaningful information.
- Provide expertise on Manulife’s digital experience for group benefits clients (Web, mobile, voice), and highlight key features and functionality
- Support group benefits clients in driving adoption of our digital tools and experiences among their plan members
- Generate client reports using web analytics platforms (Google Analytics, Adobe Analytics) and our own internal reporting tools
- Provide reporting on digital uptake/usage to help group benefits clients understand overall plan health and identify areas of opportunity for education/engagement
- **Educate - 30%**
- Deliver presentations to employee groups to facilitate enrolment and/or introduce their Group Benefits (in person or remote).
- Meet with plan administrators to train and educate them on effective methods of plan administration.
- Lead customer workshops and training around product updates & new features

**Job Requirement**:

- Minimum five years of work experience in Group Benefits and/or account management.
- Thorough knowledge of Group Benefits products and services.
- Good knowledge of underwriting concepts.
- GBA designation or working towards the designation an asset.
- Proficiency in all Microsoft Office products.
- Demonstrated analytical skills using Excel and/or PowerPoint to arrange and display relevant information during customer business reviews
- Experience using web analytics platforms (Google Analytics, Adobe Analytics) would be an asset
- Knowledge of Adobe Marketing Cloud (Adobe Experience Manager, Adobe Target) would be an asset
- Strong presentation skills and the ability to influence decision makers in various sizes of organization
- Ability to think critically, analyze quantitative and qualitative data, and make recommendations to help clients identify opportunities for engagement/education among their plan members
- Strong customer-facing skills including expectation management, communication skills, information management
- Must have a valid driver’s licence

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