Bilingual Client Account Representative

at  Manulife

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JOB DESCRIPTION

Customer satisfaction and loyalty are essential to the success of the Group Retirement Solutions business. This position is responsible for supporting all Customer Experience areas and Field offices with respect to services for a dedicated block of clients within Plan Sponsor Services. The Client Account Representative (CAR) is the single point of contact for day to day service in the organization. The CAR is accountable for ensuring any service related issues are managed within specified timeframes and organizing all resources required to deliver the best customer experience. This includes successfully resoling any issues, The CAR is responsible for devising and implementing effective solutions that enhance the service experience in the short and long term.
The CAR will manage clients in partnership with the Field offices and communicates with partners across the business for convergence clients. The Representative will work closely with other Customer Experience teams as they manage activities related to their assigned group of clients.

Key Responsibilities:

• Provide high quality service for a select block of 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.
• Develop ‘win-win’ solutions to complex problems under tight deadlines; manage boundaries between customer base so 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 (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.

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. Ability to understand and align work to Customer objectives. Proven ability to quickly and easily adapt to changes to meet customer needs.
• Demonstrated strength at evaluating feasibility or practicality of ideas. Can assess risk and trade-offs. Makes informed and timely decisions.
• Good negotiating and influencing Skills
• Proven ability to quickly and easily adapt to changes within the business and organization. Can easily move from supporting one assignment to another
• Innovative thinker. Generates new and unique ideas, approaches and solutions to problems and opportunities. Openly questions traditional assumptions and procedures
• Takes 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. Takes personal responsibility for making decisions or engaging resources
• Great Teammate, seeks out ways to improve team dynamics IFIC, CSC or RPA Designation or working toward RPA designation is an asset
• Strong interpersonal, communication skills 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
• Bilingual is required (French/English) - The successful candidate will be required to communicate in English and French to support clients from various jurisdictions outside of Quebec.

• Provide high quality service for a select block of 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.
• Develop ‘win-win’ solutions to complex problems under tight deadlines; manage boundaries between customer base so 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 (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