Service Representative

**_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. _**

**Working Arrangement**

Hybrid

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.

**Support - 35%**
- Assist in the subscription of new contracts
- Responds to questions related to group insurance plans and resolves higher-level claims from various internal and external stakeholders
- Initiate and complete the process of forwarding change requests for current groups
- Collaborate with various teams to facilitate the exchange of information and identify key issues related to our clients using online services

**Advise - 35%**
- Build and maintain fruitful and lasting relationships with current and potential customers
- Understand the structure of each group insurance plan in all its particularities and the workings of advisory offices and consulting firms
- Prepares and analyzes reports for clients by interpreting data to provide clear information
- Support Group Insurance clients by promoting the adoption of our digital experiences and tools
- Produce reports on clients using web analytics platforms (Google Analytics, Adobe Analytics and other internal reporting tools)
- Provide reports on the use of digital to help Group Insurance clients understand medical insurance plans as a whole
- Identify opportunities for improvement related to training and engagement

**Educate - 30%**
- Facilitate information sessions for employee groups to facilitate the enrolment process or inform them about their group insurance plan (in person or remotely).
- Meet with plan administrators (in person or remotely) to provide training and information that will help them effectively administer their plan.
- Conducts workshops for customers and provides training on product updates and new features.

**Job Requirement & competencies**:

- Minimum five (5) years of experience or more in group insurance or account management
- Fluent in French and English, both orally and in writing
- Good knowledge of pricing principles
- GBA title or in the process of obtaining the title (an asset)
- Mastery of all Microsoft Office software in order to organize and present relevant information to customers
- Knowledge of Adobe Marketing Cloud (Adobe Experience Manager, Adobe Target), an asset
- Experience using web analytics platforms (Google Analytics, Adobe Analytics), an asset
- Strong presentation skills; ability to influence decision-makers in organizations of all sizes
- Ability to think strategically, analyze quantitative and qualitative data, and make recommendations to help clients identify opportunities related to the engagement/training of plan members
- Strong skills related to direct interactions with clients, including managing expectations and information, as well as communication skills
- Hold a valid driver's license and own a personal vehicle
- Demonstrated ability to set operational priorities, achieve objectives, manage a large volume of work and work closely together in various teams
- Ability to be flexible and empathetic
- Worksmart options are available

NOTE: The incumbent will occasionally be required to work outside of normal business hours to meet client needs.

**About John Hancock and Manulife**

**Manulife is an Equal Opportunity Employer