Représentant, Comptes clients

Company 19 - John Hancock Life Insurance Company (U.S.A.); Halifax; On-site; CAD 43,000 - 73,000; Full time

Job summary

A leading financial services company is seeking a Client Account Representative to enhance customer experience for their Group Retirement Solutions business. The role involves managing client relationships, resolving service issues, and ensuring high-quality service delivery. The ideal candidate will possess strong customer service skills, be bilingual in French and English, and have a proactive approach to problem-solving. This position offers a competitive salary and a comprehensive benefits package.

Benefits

Health Insurance

Dental Insurance

Mental Health Benefits

Vision Insurance

Short- and Long-term Disability

Life Insurance

Paid Time Off

Retirement Savings Plans

Employee Assistance Plans

Qualifications

• Strong Customer Service experience with internal and external partners.
• Good understanding of applicable legislation and privacy regulations.
• Bilingual in French and English required.

Responsibilities

• Provide high quality service for a select block of challenging cases.
• Coordinate with cross-functional areas to deliver client solutions.
• Identify trends in issues and make recommendations for process changes.

Skills

Customer Service

Negotiating

Interpersonal Skills

Communication

Problem Solving

Teamwork

Innovative Thinking

Education

IFIC Designation

CSC Designation

RPA Designation

Tools

Excel

Word

PowerPoint

Job description

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.

Key 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.
• Acknowledge internal and external client emails same day when received by 2pm EST and reply to voice mail same day.
• 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.

Qualifications :

• 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
• Great Teammate, 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 presentation skills
• Strong math skills used to reconcile financial reports and work with Financial data
• Proficient understanding of excel and word based programs including PowerPoint
• Bilingual is required (French / English)-

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Asia, Canada, and Europe, and primarily as John Hancock in the United States. We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups and institutions. At the end of 2022, we had more than 40,000 employees, over 116,000 agents, and thousands of distribution partners, serving over 34 million customers. At the end of 2022, we had $1.3 trillion (US$1.0 trillion) in assets under management and administration, including total invested assets of $0.4 trillion (US $0.3 trillion), and segregated funds net assets of $0.3 trillion (US$0.3 trillion). We trade as ‘MFC’ on the Toronto, New York, and the Philippine stock exchanges, and under ‘945’ in Hong Kong.

Manulife is an Equal Opportunity Employer

Salary & Benefits

The annual base salary for this role is listed below.

Primary Location

Salary range is expected to be between

43,800.00 CAD - $73,000.00 CAD

If you are applying for this role outside of the primary location, please contact for the salary range for your location. The actual salary will vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education / training. Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.

Manulife offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage, adoption / surrogacy and wellness benefits, and employee / family assistance plans. We also offer eligible employees various retirement savings plans (including pension and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in Canada includes holidays, vacation, personal, and sick days, and we offer the full range of statutory leaves of absence. If you are applying for this role in the U.S., please contact for more information about U.S.-specific paid time off provisions.