Service Relationship Specialist

The Service Relationship Specialist role represents Manulife externally with existing and potential (Mid-Market and may include some Corporate clients) as well as our key Advisor Firms and Partners. They work alongside the Account Executives in this client facing role and supports our distribution partners in the delivery of value-added benefits and superior service to Plan Advisors/Consultants and Plan Sponsors. This team collaborates with internal service providers such as Customer Experience, Underwriting, and Implementation, Plan Document Services, Sponsor Financial Services, Plan Member Administration, teams to provide exceptional service to new and existing Mid-Market clients of 50+ lives.

• Support Distribution partners in the acquisition of new business; participate and present in finalist presentations and implementation meetings on the Mid-Market Segments. Assist internal partners in acquiring new business by serving as a liaison; take part as a subject-matter expert in the short-list presentations and ongoing meetings for implementing new business.
• Respond to benefit plan inquiries and resolve escalated and complex inquiries from Plan Sponsors, Plan Advisors/Consultants, and internal department contacts. Owning and respecting the unique demands of each customer while being considerate of the time frame ensuring a thorough response.
• Champion for a successful outcome for all involved, the Service Relationship Specialist role is responsible for the successful resolution and negotiation of all service escalations. Advocate for a favorable conclusion for all parties. All service escalations must be successfully resolved and negotiate by the Service Relationship Specialist.
• Initiate Amendment requests ensuring that information is complete and outstanding requirements are obtained in a timely manner to meet deadlines and meet effective dates of plan changes.
• Collaborate with our Customer Experience/Operations teams to facilitate information-sharing and identify key issues with our online customer.
• Assist with general internal initiatives related to Group Benefits services, products, and procedures.
• Facilitate multiple meetings with our Plan Advisors/Consultants and Plan Sponsors as well as internal teams.
• Take on special projects and/or research assignments for client needs.

• As the face of Manulife, you build and maintain successful and lasting relationships with existing and potential partners.
• Understand the intricacies and complexities of each Plan Sponsor's Group Benefits designs and the sophistication of the Advisors/Consulting houses.
• Prepare and analyze and interpret client reports for review.
• Generate client reports using web analytics platforms via various reporting tools, requiring analysis and comparison of many reports to ensure we are fulfilling our customer’s needs.
• Provide expertise on Manulife’s digital experience for group benefits clients (Web, mobile, voice), and highlight key features and functionality.
• Support group benefits clients in driving adoption of our digital tools and experiences among their plan members
• Provide reporting on digital uptake/usage to help group benefits clients understand overall plan health and identify areas of opportunity for education/engagement.
• You drive results by reviewing special requests and helping promote and sell products and services based on client needs and your unit’s business objectives and strategies.
• Establish and maintain client relationships by identifying current or potential needs and promoting client retention.
• Providing recommendations on plan design, service options, technology solutions and any ongoing administration needs to the client.
• Applies…