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.

- Solid 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 PowerPoint.

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 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.

マニュライフとジョン・ハンコックについて

マニュライフ・ファイナンシャル・コーポレーションは、 "あなたの未来に、わかりやすさを" を提供する、国際的な大手金融サービスプロバイダーです。当社について詳しくは、

マニュライフは機会均等を是とする雇用主です





マニュライフ/ジョン・ハンコックでは、多様性を受け入れます。私たちは、サービス提供先であるお客さまと同様に、多様な人材を引きつけ、育成し、定着させ、文化や個人の力を受け入れる包括的な職場環境を促進するよう努めています。当社は公正な採用、定着、昇進、報酬に努めています。当社のすべての慣行およびプログラムは、人種、祖先、出身地、肌の色、民族的出自、市民権、宗教または宗教的信念、信条、性別（妊娠および妊娠関連の状態を含む）、性的指向、遺伝的特徴、退役軍人としての地位、性自認、性に関する表明、年齢、婚姻状況、家族状況、障害、または適用法で保護されるその他の要因に対する一切の差別を行うことなく管理されます。

雇用への平等なアクセスを提供するために、障壁を取り除くことが当社の優先事項です。人事担当者は、応募者が応募プロセス中に合理的配慮を要求する場合に協力します。配慮要求のプロセス中に共有されるすべての情報は、適用される法律およびマニュライフ/ジョン・ハンコックのポリシーに準拠した方法で保存および使用されます。申請プロセスにおいて合理的配慮を要求するには、[email protected]までご連絡をお願いします。

Referenced Salary Location

Montreal, Quebec

Working Arrangement

ハイブリッド勤務

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.

📌 Client Account Representative (Montreal)
🏢 Manulife Financial
📍 Montreal