Service Relationship Specialist
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Job Description
Service Relationship Specialist supporting Manulife’s group benefits clients and partners. Managing escalations, reports, presentations, plan administration, and adoption of digital group benefits tools.
Responsibilities:
- Support Distribution partners in acquiring new business
- Participate in and present finalist presentations and implementation meetings for Mid-Market Segments
- Serve as a liaison and subject-matter expert for internal partners acquiring new business
- Respond to and resolve escalated and complex benefit plan inquiries
- Resolve and negotiate service escalations
- Initiate amendment requests and obtain outstanding requirements to meet deadlines and effective dates
- Collaborate with Customer Experience and Operations teams to share information and identify key issues
- Facilitate meetings with Plan Advisors/Consultants, Plan Sponsors, and internal teams
- Undertake special projects and research assignments for client needs
- Build and maintain relationships with existing and potential partners
- Prepare, analyze, and interpret client reports
- Generate reports using web analytics platforms and reporting tools
- Provide expertise on Manulife’s group benefits digital experience
- Support adoption of digital tools among plan members
- Report on digital uptake and usage to identify education and engagement opportunities
- Promote and sell products and services based on client needs and business objectives
- Identify client needs and promote retention
- Recommend plan design, service options, technology solutions, and administration needs
- Deliver presentations to employee groups for enrollment and group benefits introductions
- Train and educate plan administrators on effective plan administration
- Lead customer workshops and training on product updates and new features
- Maintain proactive contact with clients and advisors
- Lead presentations and client education for newly launched Group Benefits products and services
- Advise clients on new services, products, and legislative initiatives
Requirements:
- Understanding of Group Benefits plan designs and Advisor/Consulting houses
- Ability to analyze, interpret, compare, and prepare client reports
- Experience with web analytics platforms and reporting tools
- Expertise in digital experiences for group benefits clients across web, mobile, and voice
- Understanding of legislative and privacy guidelines
- Ability to use Seismic Tools to create presentations
- Coaching mindset and ability to define solutions and deliver outcomes
Benefits:
- Health insurance
- Dental insurance
- Mental health benefits
- Vision coverage
- Short- and long-term disability coverage
- Life and AD&D insurance coverage
- Adoption/surrogacy benefits
- Wellness benefits
- Employee/family assistance plans
- Retirement savings plans
- 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
- Incentive programs and incentive compensation tied to business and individual performance
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