Client Account 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

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 **Client Account Representative **is the single point of contact for day to day service in the organization. The 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.

**Key Accountabilities**:
**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.
- Communicate with the client environment to proactively prevent errors and ensure all relevant parties are current and informed on case issues
- Make your clients feel as though they are your **NUMBER ONE PRIORITY **with every single interaction

**Qualifications**:

- 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

M-CA-IN-CM

**About John Hancock and Manulife**

**Manulife is an Equal Opportunity Employer