Group Benefits Service Relationship Specialist

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Working Arrangement

Job Description

The Service Relationship Specialist role represents Manulife externally with existing and potential (Mid-Market and may include some corporate clients) as well as our key Advisor Firms and Partners. They work alongside the Account Executives in this client facing role and supports our distribution partners in the delivery of improved benefits and superior service to Plan Advisors/Consultants and Plan Sponsors. This team collaborates with internal service providers such as Customer Experience, Underwriting, and Implementation, Plan Document Services, Sponsor Financial Services, Plan Member Administration, teams to provide exceptional service to new and existing Mid-Market clients of 50+ lives.  

Individual Responsibilities

• Support
  • Support Distribution partners in the acquisition of new business; participate and present in finalist presentations and implementation meetings on the Mid-Market Segments. Assist internal partners in acquiring new business by serving as a liaison; take part as a subject-matter expert in the short-list presentations and ongoing meetings for implementing new business.
  • Respond to benefit plan inquiries and resolve advanced and sophisticated inquiries from Plan Sponsors, Plan Advisors/Consultants, and internal department contacts. Owning and respecting the unique demands of each customer while being conscientious of the time frame ensuring a thorough response.
  • Champion for a successful outcome for all involved, the Service Relationship Specialist role is responsible for the successful resolution and negotiation of all service escalations. Advocate for a favorable conclusion for all parties. All service escalations must be successfully resolved and negotiate by the Service Relationship Specialist.
  • Initiate Amendment requests ensuring that information is complete and outstanding requirements are obtained in a timely manner to meet deadlines and meet effective dates of plan changes. 
  • Collaborate with our Customer Experience/Operations teams to facilitate information-sharing and identify key issues with our online customer.
  • Assist with general internal initiatives related to Group Benefits services, products, and procedures.
  • Facilitate multiple meetings with our Plan Advisors/Consultants and Plan Sponsors as well as internal teams.
  • Take on special projects and/or research assignments for …