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 recent 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 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.

The role being advertised is an existing vacancy.
**Acerca de Manulife y John Hancock**
Manulife Financial Corporation es un importante proveedor internacional de servicios financieros que ayuda a las personas a tomar decisiones de una manera más fácil y a vivir mejor.

Para obtener más información acerca de nosotros, visite
http://www.manulife.com .
**Manulife es un empleador que ofrece igualdad de oportunidades**
En Manulife/John Hancock, valoramos nuestra diversidad.

Nos esforzamos por atraer, formar y retener una fuerza laboral tan diversa como los clientes a los que prestamos servicios, y para fomentar un entorno laboral inclusivo en el que se aprovechen las fortalezas de las culturas y las personas.

Estamos comprometidos con la equidad en las contrataciones, la retención de talento, el ascenso y la remuneración, y administramos todas nuestras prácticas y programas sin discriminación por motivos de raza, ascendencia, lugar de origen, color, origen étnico, ciudadanía, religión o creencias religiosas, credo,



sexo (incluyendo el embarazo y las afecciones relacionadas con este), orientación sexual, características genéticas, condición de veterano, identidad de género, expresión de género, edad, estado civil, estatus familiar, discapacidad, o cualquier otro aspecto protegido por la ley vigente.

Nuestra prioridad es eliminar las barreras para garantizar la igualdad de acceso al empleo.

Un representante de Recursos Humanos trabajará con los solicitantes que requieran una adaptación razonable durante el proceso de solicitud.

Toda la información que se haya compartido durante el proceso de solicitud de adaptación se almacenará y utilizará de manera congruente con las leyes y las políticas de Manulife/John Hancock correspondientes.

Para solicitar una adaptación razonable en el proceso de solicitud, envíenos un mensaje a
[email protected] .
**Referenced Salary Location**
Montreal, Quebec
**Modalidades de Trabajo**
Híbrido
**Salary range is expected to be between**
$45,900.00 CAD - $76,500.00 CAD
Los empleados también tienen la oportunidad de participar en programas de incentivos y recibir una compensación vinculada al rendimiento empresarial e individual.

El salario real variará según las condiciones del mercado local, la geografía y factores relacionados con el puesto como conocimientos, habilidades, requerimientos, experiencia y educación/formación.

Si solicitas este puesto fuera de tu ubicación principal, por favor escríbenos a
[email protected]
para conocer el rango salarial correspondiente a tu ubicación.

Manulife ofrece a los empleados aptos una amplia variedad de beneficios personalizables, entre ellos, beneficios de salud, odontológicos, de salud mental, oftalmológicos, por discapacidad a corto y a largo plazo, cobertura de seguro de vida y por muerte accidental y desmembramiento, adopción/subrogación y bienestar, y planes de asistencia al empleado/familiar.

También ofrecemos a los empleados admisibles varios planes de ahorro para la jubilación (incluidos planes de pensiones y un plan mundial de propiedad de acciones con contribuciones equivalentes del empleador) y recursos de asesoramiento y educación financiera.

Nuestro generoso programa de tiempo libre remunerado en Canadá incluye feriados, vacaciones, días personales y días por enfermedad, y ofrecemos la gama completa de ausencia laboral reglamentaria.

Si se está postulando para este puesto en los EE. UU., póngase en contacto con
[email protected]
para obtener más información sobre las disposiciones relativas al tiempo libre remunerado específicas de EE. UU.

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

📌 Client Account Representative (Montreal)
🏢 Manulife
📍 Montreal