Service Relationship Specialist

We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive. Discover how you can grow your career, make impact and drive real change with our Winning Team today. 

Working Arrangement

Job Description

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 escalated and complex inquiries from Plan Sponsors, Plan Advisors/Consultants, and internal department contacts. Owning and respecting the unique demands of each customer while being considerate 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 client needs.

Advise

• As the face of Manulife, you build and maintain successful and lasting relationships with existing and potential partners.  
• Understand the intricacies and complexities of each Plan Sponsor's Group Benefits designs and the sophistication of the Advisors/Consulting houses. 
• Prepare and analyze and interpret client reports for review. 
• Generate client reports using web analytics platforms via various reporting tools, requiring analysis and comparison of many reports to ensure we are fulfilling our customer’s needs. 
• Provide expertise on Manulife’s digital experience for group benefits clients (Web, mobile, voice), and highlight key features and functionality.
• Support group benefits clients …