Client Service Manager

Manulife

Nova Scotia, Halifax

4d ago

Are you looking for a supportive, collaborative workplace with great teams and inspiring leaders? You’ve come to the right place.

We’re looking for ambitious people who share our values and want to make every day better for people around the world. If this sounds like you, and the career below sounds exciting, we’d like to hear from you.

Working ArrangementHybrid Job Description As a Client Service Manager you will be responsible for for providing high quality, phone and email-based customer service to US based clients in our Retirement Services business.

It is a client servicing role assisting customers with their 401k Defined Contribution Plan. This position requires advanced knowledge of products and processes to research and provide solutions to complex issues that fall outside normal processes.

As well as providing back-up for team members as needed. Job Requirements : 401k Retirement product experience is required Excellent verbal communication skills and effective listening skills required 2+ years call center experience is an asset Must possess and demonstrate strong leadership skills Proficient knowledge of Microsoft Office Ability to pay attention to detail Must demonstrate commitment to quality Utilizes excellent organization and multi-tasking skills Possesses advanced understanding of internal business processes and work flows Individual Responsibilities : Respond, within service standards, to all incoming calls from clients, brokers, & Third-Party Administrators Provide information regarding account details, payments / transactions, products and application status to all parties Provide professional, high quality service to internal and external customers Provide operations support including resolving escalated customer complaints Effectively utilize leadership skills to support and contribute to team goals Leverage multiple computer-based administration systems to resolve complex issues Set and meet client expectations for complex issue resolution and follow-up with client within an established, specified timeframe Refer complex situations to Team Leaders for review and / or exception approval Understand how metrics, quality, and engagement impact the business Shared Responsibilities : Assists with training of the team;

such as new-hire training, cross-training, and one-on-one development Work with other areas to create and validate training documents, as well as offer suggestions for process improvements as needed Decision Authorities : Review complex situations and escalate as necessary for further review or approval Observe and make recommendations to ensure compliance with proper policies and procedures Managing the performance of others when needed Following up through on inquiries and projects to ensure completion Every career at Manulife / John Hancock provides the opportunity to learn new skills and move your career forward.

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