Service Relationship Specialist
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Job Description
Service Relationship Specialist supporting Manulife’s corporate Group Benefits clients. Advising partners, resolving complex service issues, and delivering client presentations and training.
Responsibilities:
- Represent Manulife externally with existing and potential corporate clients, Advisor Firms, and Partners
- Support Account Executives and distribution partners in acquiring new business
- Participate in and present finalist presentations, implementation meetings, and client service meetings
- Resolve and negotiate complex service escalations and benefit plan inquiries
- Initiate and manage amendment requests for large corporate clients
- Collaborate with Customer Experience, Operations, Underwriting, Implementation, Plan Document Services, Sponsor Financial Services, Plan Member Administration, and Admin Advantage Flex Benefit teams
- Prepare, analyze, interpret, and generate client reports using web analytics and reporting tools
- Advise clients on plan design, service options, technology solutions, administration needs, and digital tools
- Promote client retention and identify opportunities for additional products and services
- Deliver presentations, employee sessions, workshops, and administrator training in person or remotely
- Educate clients on new products, services, legislative initiatives, and required plan amendments
- Lead projects involving implementations, mergers, acquisitions, and restructures
- Maintain client relationships and facilitate ongoing service meetings and action logs
- Coach and support new Service Relationship Specialists through job shadowing and buddy systems
Requirements:
- Extensive Group Benefits knowledge and experience
- In-depth knowledge of Group Benefits products and services
- Experience building and strengthening client and consultant/advisor relationships
- GBA designation or working towards the designation
- Understanding of funding arrangements, underwriting concepts, risk analysis, and financial reporting
- Strong technical and analytical skills using Microsoft Office, Excel, PowerPoint, and web analytics platforms
- Excellent presentation, negotiation, influencing, communication, and customer-facing skills
- Ability to manage service escalations and complex client needs
- Ability to work independently and in a team setting
- Strong strategic, problem-solving, organizational, and time-management skills
- Knowledge of Manulife’s administrative systems
- Understanding of growth and persistency strategies
- Project management skills and ability to complete sophisticated concurrent projects within tight timeframes
- Knowledge of corporate Group Benefits structures and complex amendments
- Understanding of Admin Advantage Flex Benefits operations
- Must have a valid driver’s license and personal automobile
Benefits:
- Health, dental, mental health, and vision coverage
- Short- and long-term disability insurance
- Life and AD&D insurance coverage
- Adoption/surrogacy benefits
- Wellness benefits
- Employee/family assistance plans
- Retirement savings plans, including pension
- Global share ownership plan with employer matching contributions
- Financial education and counseling resources
- Paid holidays, vacation, personal, and sick days
- Statutory leaves of absence
- Flexible work environment
- Work Smart options
- Learning and career growth support
- Occasional travel opportunities
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