Client Account Representative - Cebu

Manulife Insurance Malaysia; Cebu City; Hybrid; PHP 300,000 - 550,000; Full time

Job summary

Manulife John Hancock is seeking a Client Account Representative to join our Retirement Operations team. You will deliver professional service to clients, brokers, third‑party administrators and plan participants, managing a full block of clients with accuracy.

The role emphasizes building strong relationships, resolving issues, educating clients on product features, and maintaining contract records, with opportunities to grow within a global team.

Qualifications

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

Responsibilities

• Manages a full block of clients and delivers professional service.
• Builds solid relationships with clients, brokers, and plan participants to foster satisfaction.
• Responds to questions and issues to ensure high-quality service.
• Meets service quality and productivity standards to maximize client experience.
• Documents client discussions and maintains contract records.
• Educates clients on new product features and ongoing inquiries.
• Identifies trends in client issues and escalates appropriately.
• Provides accurate client administration by processing standard financial transactions.

Skills

Client servicing

Relationship management

Excel

Word

PowerPoint

Access Databases

Education

Undergraduates (minimum 2 years completed)

Bachelor's degree

Tools

Excel

Word

PowerPoint

Access

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

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.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html.

Manulife is an Equal Opportunity Employer At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law. It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies.

To request a reasonable accommodation in the application process, contact [e-mail].

Working Arrangement Hybrid

We’re Manulife. And we’re on a mission to make decisions easier and lives better. Better is what drives us. It’s what inspires us to find new ways to support customers and colleagues in living longer and healthier lives. It’s the reason we’re dedicated to investing in digital innovation and accelerating a sustainable and economically inclusive future. Joining us means you’ll be empowered to learn and grow your career. We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words. And as part of our global team, you’ll help shape the future you want to see – and discover that better can take you anywhere you want to go. We’re proud of our accomplishments and recognitions.

Recent awards include:

• 2024 Gallup Exceptional Workplace Award Winner
• Manulife Named one of Forbes World’s Best Employers 2023
• Best Companies to Work for in Asia2023
• We’ve been recognized as one of Canada’s Top100 Employers (2024)
• Manulife included in Bloomberg’s 2023 Gender-Equality Index

To receive our latest job opportunities directly to your inbox, create an account or sign in and navigate to the ‘Job Alerts’ section located in the top right corner of the page. From there, you can sign up to receive job alerts. Our ambition is to be the most digital, customer-centric global company in our industry. Learn more at https://www.manulife.com/.