Customer satisfaction and loyalty are essential to the success of the Group Retirement Solutions business.

The Client Account Representative supports all Customer Experience areas and Field offices with services for all Notional plans within Plan Sponsor Services and serves as the single point of contact for day-to-day service.

This role contributes by ensuring service-related issues are managed within specified timeframes, coordinating the resources required to deliver the best customer experience, and devising and implementing effective short- and long-term solutions.

The successful candidate will manage clients in partnership with Field offices, communicate with partners across the business for convergence clients, and work closely with other Customer Experience teams on activities related to their assigned group of clients.

Position Responsibilities
Provide high-quality service for Notional' s 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 and or internal partners.

Develop ‘win-win' solutions to complex problems under tight deadlines; manage boundaries between customer base 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, process documentation updates (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.

Required 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, with the ability to understand and align work to customer objectives.

Strong interpersonal, communication, 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 Power

Point.

Preferred Qualifications
Proven ability to quickly and easily adapt to changes to meet customer needs.

Demonstrated strength in evaluating the feasibility or practicality of ideas, assessing risk and trade-offs, and making informed and timely decisions.

Good negotiating and influencing skills.

Proven ability to quickly and easily adapt to changes within the business and organization and move from supporting one assignment to another.

Innovative thinker who generates new and unique ideas, approaches, and solutions to problems and opportunities and openly questions traditional assumptions and procedures.

Takes the 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, and takes personal responsibility for making decisions or engaging resources.

Team player who seeks ways to improve team dynamics.
IFIC, CSC, or RPA designation, or progress toward an RPA designation, is an asset.

Bilingualism in English and French is an asset.

If the successful candidate is in Québec, proficiency in both languages will be required to support clients from various provinces outside of Quebec.

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 versatile setting 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.

The role being advertised is an existing vacancy.
**Giới thiệu về Manulife và John Hancock**
Tập đoàn Manulife Financial là nhà cung cấp dịch vụ tài chính quốc tế hàng đầu giúp mọi người quyết định dễ dàng hơn và có cuộc sống vẹn toàn hơn. Để tìm hiểu thêm về chúng tôi, hãy truy cập
https://www.manulife.com.vn/ .
**Manulife là Nhà sử dụng lao động không phân biệt đối xử**
Tại Manulife/John Hancock, chúng tôi luôn đón nhận sự đa dạng.

Chúng ta cố gắng thu hút, phát triển và duy trì lực lượng lao động đa dạng tương tự như những khách hàng mà chúng ta phục vụ, đồng thời thúc đẩy một môi trường làm việc hòa nhập, đề cao thế mạnh của từng nền văn hóa và cá nhân.

Chúng ta cam kết tuyển dụng, duy trì, thăng tiến và trả lương một cách công bằng. Đồng thời,



chúng ta quản lý tất cả các hoạt động và chương trình của mình mà không phân biệt đối xử dựa trên chủng tộc, dòng họ, xuất thân, màu da, nguồn gốc dân tộc, quyền công dân, tôn giáo hoặc tín ngưỡng tôn giáo, đức tin, giới tính (bao gồm phụ nữ mang thai và các tình trạng liên quan đến mang thai), xu hướng tính dục, đặc điểm di truyền, tình trạng cựu chiến binh, bản dạng giới, biểu hiện giới, tuổi tác, tình trạng hôn nhân, tình trạng gia đình, khuyết tật hoặc bất kỳ căn cứ nào khác được pháp luật hiện hành bảo vệ.
Ưu tiên của chúng ta là loại bỏ các rào cản để đem lại cơ hội tiếp cận việc làm bình đẳng. Đại diện Bộ phận Nhân sự sẽ làm việc với những ứng viên có yêu cầu điều chỉnh hợp lý trong quá trình ứng tuyển. Tất cả thông tin được chia sẻ trong quá trình yêu cầu điều chỉnh sẽ được lưu trữ và sử dụng tuân theo pháp luật hiện hành và chính sách của Manulife/John Hancock. Để yêu cầu điều chỉnh hợp lý trong quá trình ứng tuyển, hãy liên hệ với
[email protected] .
**Referenced Salary Location**
Montreal, Quebec
**Working Arrangement**
Kết hợp
**Salary range is expected to be between**
$45,900.00 CAD - $76,500.00 CAD
Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.

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.

If you are applying for this role outside of the primary location, please contact
[email protected]
for the salary range for your location.

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
[email protected]
for more information about U.S.-specific paid time off provisions.

We use data and analytics technologies, such as artificial intelligence (AI), and automated processing tools, to analyze and process the information you provide to us or third parties in the application process.

For more information, please refer to our personal information collection statement (https://careers.manulife.com/global/en/talentacquisitionprivacystatement) .

📌 Client Account Representative (Halifax Regional Municipality)
🏢 Manulife
📍 Halifax Regional Municipality