Executive, Client Service-1

at  Manulife

We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive. Discover how you can grow your career, make impact and drive real change with our Winning Team today.

INDIVIDUAL ACCOUNTABILITIES:

• Executing with Excellence – our customers are important. Emphasis on processing transactions with accuracy and timeliness
• Handle calls from customers
• Trouble shoot and/or assist in the resolution of incomplete paperwork
• Provide operational support to clients, field force & other business areas via email and telephone
• Compelling Communication. This includes all email conversations as well as verbal conversations with all peers and associates within other departments
• Respond to inquiries immediately (within 24 hours or less). If research is required, respond immediately with an acknowledgement of request and provide an estimate of resolution turn around. Accountable for complete resolution and/or proper hand-off
• Act as a liaison between Business, Control Team and IT as wells as various external banking vendors.
• Detection and reporting of suspect activity
• Adherence to compliance and legal standards
• Ensure client’s PII are handled within the Company’s Clean Desk Policy
• Ensure all variable transactions are processed using the correct effective date.
• Completion of corporate mandated training in Compass by due date(s)
• Compilation of data, policy information for internal and external audits
• Assist management with solving complex issues
• Checks, Wire and Manual payments should be processed within established SLA’s
• Alert Management as needed relative to requests for escalation or particularly urgent cases
• Make sure comments are inputted into AWD and that copies of all correspondence and other pertinent information are sent to EFS for imaging
• AWD requests should be processed within established SLA’s
• Cross Training and personal career development
• Provide consultation to business individuals/teams and day to day coaching of internal team members where applicable.
• Understand the broad implications of changes on the business unit and translating them into a training solution.
• Meet project deliverables through negotiating and influencing supervisors/managers who are focused on day to day requirements.
• Identify & report operation, typically adverse trends such as processing errors, inefficient procedures and provide suggestions for improvement/resolution.
• Responsible for quality and metrics reporting
• Participation in department projects and other initiatives
• Data collection for audit requests (38a-1, SOX, etc)