Client Account Representative

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

We are seeking a dedicated Client Account Representative (CAR) who will play a pivotal role in supporting all areas of Customer Experience and field offices, focusing on a dedicated portfolio within Plan Sponsor Services.

As the single point of contact for day-to-day service interactions, the CAR ensures timely resolution of service-related issues by coordinating necessary resources to deliver outstanding customer experience.

This includes addressing and resolving any challenges efficiently and effectively, while also implementing solutions that enhance service quality both in the short and long term.

The CAR will collaborate closely with field offices and communicate with partners across the organization for convergence clients.

Additionally, the representative will work alongside other Customer Experience teams to manage activities related to their assigned client group.

• Deliver high-quality service by addressing customer inquiries and issues (written and verbal) for a specific group of challenging cases.
• Conduct initial investigations of operational errors within Plan Sponsor Services.
• Coordinate with cross-functional teams to provide client solutions, serving as a single point of contact.
• Support both external and internal clients with expertise, including attending meetings with Plan Sponsors when necessary.
• Develop solutions to complex problems under tight deadlines, ensuring smooth workflow and clear role boundaries.
• Communicate proactively to prevent errors, keep all parties informed, and promptly acknowledge client communications within set time frames.

• Strong customer service skills with proven ability to manage and foster relationships with internal and external partners.
• In-depth knowledge of workflows, procedures, and the functionalities, complexities, and limitations of GRS systems.
• Bilingualism (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.
• Understanding of applicable legislation, privacy regulations, and guidelines.
• Strong business, systems, and procedures knowledge with the ability to align work to customer objectives and adapt to changes.
• Demonstrated ability to evaluate feasibility, assess risks, make informed decisions, and negotiate effectively.
• Innovative thinker with the ability to generate unique ideas and openly question traditional assumptions.
• Proactive in taking initiative and making decisions, with a commitment to action despite risks and uncertainties.
• Strong interpersonal, communication, presentation, and math skills, with proficiency in Excel, Word, and PowerPoint; IFIC, CSC, or RPA designation are assets.

• 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

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 .

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…