Client Relations Administrator - Montréal, Canada - Manulife

Manulife

Verified Company

Montréal, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

_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 Arrangement
Hybrid

Client Account Representative
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
Investment Only Services 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 is also responsible for processing financial and non-financial transactions for
Investment Only plans , in accordance with the instructions provided by the clients.

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.
Create and maintain clients' accounts and process transactions in accordance with legislation plan rules and service level agreements.
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 facetoface meetings with Plan Sponsors.
Develop 'winwin' 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.
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 tradeoffs. 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
Team Player, 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
Bilingualism, an asset

Représentant, Comptes clients
La satisfaction et la fidélit