Bilingual Client Account Representative

3 months ago

Montréal QC, 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

Customer satisfaction 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 Plan Sponsor Services. The Client Account Representative (CAR) is the single point of contact for day to day service in the organization. The CAR is accountable for ensuring any service related issues are managed within specified timeframes and organizing all resources required to deliver the best customer experience. This includes successfully resoling any issues, The CAR is responsible for devising and implementing effective solutions that enhance the service experience in the short and long term.

The CAR will manage clients in partnership with the Field offices and communicates with partners across the business for convergence clients. The Representative will work closely with other Customer Experience teams as they manage activities related to their assigned group of clients.

**Responsibilities**:

- Provide high quality service for a select block of challenging cases by responding effectively to customers’ questions, issues, and problems (written and verbal responses). Customers may include internal partners, plan sponsors, and plan members.
- Accountable for initial investigation of operational errors within Plan Sponsor Services
- Coordinate (with cross functional areas) to deliver client solutions - providing a single point of contact for service.
- Support external clients and internal clients by providing knowledge and expertise ; may be called upon to attend face-to-face meetings with Plan Sponsors.
- Develop ‘win-win’ solutions to complex problems under tight deadlines; manage boundaries between customer base so roles are clear, workflow is smooth, and service is seamless.
- Communicate within the client environment to actively prevent errors and ensure all relevant parties are current and informed on case issues.
- Identify trends in issues and errors, make recommendations for process changes to mitigate reoccurrence in the future (and include working with client on processes/best practices to provide quality work).
- Serve as primary intake for reconciliation requests: provides support for internal areas to understand requirements plus expected outcomes and work with client to manage expectations - advocating for successful resolution.

**What motivates you?**
- You obsess about customers, listen, engage and act for their benefit.
- You think big, with curiosity to discover ways to use your agile approach and enable business outcomes.
- You thrive in teams and enjoy getting things done together.
- You take ownership and build solutions, focusing on what matters.
- You do what is right, work with integrity and speak up.
- You share your humanity, helping us build a diverse and inclusive work environment for everyone.

**What we are looking for**:

- Strong Customer Service experience demonstrating proven ability to manage and foster relationships with both internal and external partners
- 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. Ability to understand and align work to Customer objectives. Proven ability to quickly and easily adapt to changes to meet customer needs.
- Demonstrated strength at evaluating feasibility or practicality of ideas. Can assess risk and trade-offs. Makes informed and timely decisions.
- Good negotiating and influencing Skills
- 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 first steps 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 IFIC, CSC or RPA Designation or working toward RPA designation is an asset
- Strong interpersonal, communication skills and presentatio

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