Client Account Representative
Manulife Financial Corporation
Toronto, ON CA
10d ago

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.

Job Description

John Hancock Retirement Plan Services (JHRPS) is a division of Manulife Financial. RPS offers qualified retirement plan products and services for corporate and small to mid-

sized businesses located in the USA. RPS is the market leader in the small to medium size market with companies with less than 500 employees.

John Hancock Retirement Plan Services is currently looking to hire a dynamic team of Client Account Representatives . Our Client Account Representatives are responsible for managing and providing the highest quality of service to a dedicated block of US based clients and intermediaries.

JHRPS Corporate Client Services is a large business unit of approximately 250 staff members. There are 8 regional teams based in Toronto providing service across the USA.

We also have teams in the Philippines. Each team consists of an average 15 service professionals including Client Account Representatives, Team Manager and Service Advisor.

If you enjoy working in a dynamic and fast paced team environment, are dedicated to providing quality service and committed to developing strong relationships over the course of a minimum 18 month period we would like to provide you with an opportunity to begin your career in the Financial Services industry.


  • Deliver professional and trusted service to JHRPS clients, brokers, third party administrators and plan participants as required
  • Build solid relationships both internally (including the field sales team) and externally to foster customer satisfaction and loyalty
  • Proactively educate our clients and intermediaries on new product features and provide on-going education to client inquiries
  • Meet service quality and productivity standards to ensure a positive client experience and maximize service levels
  • Resolve or negotiate "win-win" solutions to client issues independently
  • Document and track client discussions or complaints and maintain client contact records
  • Identify trends and patterns of client issues, and escalate to management
  • Complete and participate in ongoing training and education to remain current of product, industry, service and administrative changes
  • Provide accurate client administration by processing some standard financial transactions
  • What it takes to be successful in the position

  • Learning agility due to the complex product and changing industry requirements
  • Ability to build strong relationships with clients and intermediaries
  • Effective management of multiple relationships that support external business partners (TPA, broker, etc ), JHRPS sales team and other internal departments which at times may have conflicting view points
  • Strong time management capability to manage high request volumes
  • Balancing client and business needs
  • Attention to detail, errors in processing financial transactions can lead to write-offs absorbed by the business which impacts the businesses profitability
  • How you will be supported

  • Initial 6 week training program to prepare you to provide service to Plan Sponsors and intermediaries
  • Slow ramp up to carrying a full case load of approximately 200 clients
  • Mentorship Program buddy with existing team members
  • Ongoing training and development as required
  • Team support through Managers, Advisors and seasoned customer service professionals
  • The Training Class for this position will start on April 11, 2019. The Interviewing process for this role involves phone / in person interviews and testing.

    This role requires rotational shifts of 9 : 00am-5 : 00pm, 10 : 00am-6 : 00pm and 11 : 00am-7 : 00pm EST as well as STAT holiday coverage.

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