Job Description :
Are you looking for unlimited opportunities to develop and succeed? With work that challenges and makes a difference, within a flexible and supportive environment, we can help our customers achieve their dreams and aspirations.
Reporting to the Manager, Service Delivery, the Service Representative supports our distribution partners in the delivery of value-
added benefits and superior service to Plan Advisors / Consultants and Plan Sponsors. This team routinely collaborates with internal service providers such as Customer Experience, Underwriting, and Implementation.
Capitalizing on sound industry knowledge, the Service Rep delivers superior service to their various client and advisor groups.
This role represents Manulife professionally in client-facing meetings, and industry presentations as well as driving value for our clients and their plan members through empowering them to use Manulife’s group benefits engagement platform.
Strong relationship management skills are essential in building and maintaining connections with Clients, Advisors / Consultants and Manulife’s sales teams.
An in-depth knowledge and understanding of the Group Benefits products, services and workflows both internally and within the regional office environments are a must.
Negotiating and influencing skills are paramount given that the Service Rep collaborates internally across multiple departments, as well as externally with Plan Advisors, Consultants and Sponsors.
The Service Representative will have accountability to ensure client service satisfaction, conservation and profitability of our Group Benefits block of business.
Key Accountabilities :
Respond to benefit plan inquiries and resolve escalated inquiries from Plan Sponsors, Plan Advisors / Consultants and internal department contacts.
Initiate Amendments requests for existing groups ensuring that information is complete and outstanding requirements are obtainedCollaborate with our Customer Experience / Operations teams to facilitate information-
sharing and identify key issues with our online customer
Prepare and analyze client reports by translating data into meaningful information. Provide expertise on Manulife’s digital experience for group benefits clients (Web, mobile, voice), and highlight key features and functionalitySupport group benefits clients in driving adoption of our digital tools and experiences among their plan members Generate client reports using web analytics platforms (Google Analytics, Adobe Analytics) and our own internal reporting tools Provide reporting on digital uptake / usage to help group benefits clients understand overall plan health and identify areas of opportunity for education / engagement
Meet with plan administrators to train and educate them on effective methods of plan administration.Lead customer workshops and training around product updates & new features
Job Requirement :