Customer Service Representative (B2B)

CUSTOMER SERVICE REPRESENTATIVE (B2B)

We’re looking for a Client Account Representative to join our Retirement Operations team at MBPS. In this role, you will play a crucial role in delivering exceptional service and building strong relationships with Manulife John Hancock clients, brokers, third-party administrators, and plan participants.

Position Responsibilities:

• Manages a full block of clients
• Deliver professional and trusted service to Manulife John Hancock 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.
• Provide high-quality service to a block of clients by responding effectively to questions, issues and problems.
• 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 directly or by consulting with appropriate resources.
• Document and track client discussions or complaints and maintain client contract records.
• Proactively educate our clients and intermediaries on new product features and provide on-going education to client inquiries.
• Build and maintain solid relationships with customer base
• Provide accurate client administration by processing some standard financial transactions.
• Monitor, control and minimize outstanding suspense account items
• Contribute to the improvement of work systems of the department by identifying barriers and providing input to solutions
• Complete and participate in ongoing training and education to remain current of product, industry, service and administrative changes.
• Identify trends and patterns of client issues and escalate to appropriate person

Required Qualifications:

• 2–3 years of experience in business‑to‑business (B2B) client servicing or support.
• Experience as a Customer Service Representative, with a strong focus on relationship management.
• The individual must be very proficient in Excel, Microsoft Word, PowerPoint and Access Databases.
• Ability to develop and maintain strong relationships with customer base by demonstrating excellent interpersonal and communication skills (oral/written)
• Education Requirements: Undergraduates (minimum 2 years completed) or bachelor's degree.

Preferred Qualifications:

• Expertise in organizational skills to be able to work in a multitasking fast paced work environment.
• Strong analytical skills – ability to handle complex casework
• Demonstrated passion for providing client centric solutions
• Ability to work independently in a fast-paced environment
• Excellent presentation, facilitation skills and strong interpersonal skills
• Excellent written and verbal communications skills, proof reading skills, and documentation skills
• Consistent demonstrated use of good judgment and professionalism when dealing with sensitive, confidential matters
• Attention to detail
• Ability to create and maintain strong working relationships with all levels of employees
• Ability to be flexible and adaptable when dealing with change

When you join our team:

• We’ll empower you to learn and grow the career you want.
• We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.
• As part of our global team, we’ll support you in shaping the future you want to see.