Client Account Representative

Manulife Global Solutions (MGS); Mactan; On-site; PHP 300,000 - 420,000; Full time

Job summary

Manulife Global Solutions (MGS) is seeking a Client Account Representative to join the Retirement Operations team. You will manage a block of clients, deliver trusted service to clients and brokers, and build strong relationships to ensure satisfaction and loyalty.

You will handle client inquiries, educate on product features, process routine transactions, and monitor accounts to maintain accuracy and efficiency. The role emphasizes relationship management and high-quality customer service.

Qualifications

• 2–3 years of experience in B2B client servicing or support.
• Experience as a Customer Service Representative with a focus on relationship management.
• Proficiency in Excel, Word, PowerPoint and Access Databases.
• Ability to develop and maintain strong relationships with customers.

Responsibilities

• Manages a full block of clients.
• Delivers professional service to Manulife John Hancock clients, brokers, TPAs and plan participants.
• Builds relationships internally and externally to foster satisfaction and loyalty.
• Provides high-quality service and responds to questions, issues and problems.
• Meets service quality and productivity standards for a positive client experience.
• Documents client discussions and maintains contract records.
• Educates clients on new product features and ongoing inquiries.
• Processes standard financial transactions for client administration.
• Monitors outstanding suspense account items.

Skills

Relationship management

Communication (oral/written)

Organizational skills

Attention to detail

Education

Undergraduates (2 years) or Bachelor's degree

Tools

Excel

Microsoft Word

PowerPoint

Access Databases

Job description

We’re looking for a Client Account Representative to join our Retirement Operations team at MGS. In this role, you will play a crucial role in delivering exceptional service and building strong relationships with Manulife John Hancock clients, brokers, third-party administrators, and plan participants.

Position Responsibilities:

• Manages a full block of clients

• Deliver professional and trusted service to Manulife John Hancock clients, brokers, third party administrators and plan participants as required.

• Build solid relationships both internally (including the field sales team) and externally to foster customer satisfaction and loyalty.

• Provide high-quality service to a block of clients by responding effectively to questions, issues and problems.

• Meet service quality and productivity standards to ensure a positive client experience and maximize service levels.

• Resolve or negotiate “win-win” solutions to client issues directly or by consulting with appropriate resources.

• Document and track client discussions or complaints and maintain client contract records.

• Proactively educate our clients and intermediaries on new product features and provide on-going education to client inquiries.

• Build and maintain solid relationships with customer base

• Provide accurate client administration by processing some standard financial transactions.

• Monitor, control and minimize outstanding suspense account items

• Contribute to the improvement of work systems of the department by identifying barriers and providing input to solutions

• Complete and participate in ongoing training and education to remain current of product, industry, service and administrative changes.

• Identify trends and patterns of client issues and elevate to appropriate person

Required Qualifications:

• 2–3 years of experience in business‑to‑business (B2B) client servicing or support.

• Experience as a Customer Service Representative, with a strong focus on relationship management.

• The individual must be very proficient in Excel, Microsoft Word, PowerPoint and Access Databases.

• Ability to develop and maintain strong relationships with customer base by demonstrating excellent interpersonal and communication skills (oral/written)

• Education Requirements: Undergraduates (minimum 2 years completed) or bachelor's degree.

Preferred Qualifications:

• Expertise in organizational skills to be able to work in a multitasking fast paced work environment.

• Strong analytical skills – ability to handle complex casework

• Demonstrated passion for providing client centric solutions

• Ability to work independently in a fast-paced environment

• Excellent presentation, facilitation skills and strong interpersonal skills

• Excellent written and verbal communications skills, proof reading skills, and documentation skills

• Consistent demonstrated use of good judgment and professionalism when dealing with sensitive, confidential matters

• Attention to detail

• Ability to create and maintain strong working relationships with all levels of employees

• Ability to be flexible and adaptable when dealing with change

When you join our team:

• We’ll empower you to learn and grow the career you want.

• We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.

• As part of our global team, we’ll support you in shaping the future you want to see.