Client Service Manager

Manulife•Boston, MA

30d•Hybrid

About The Position

Position Responsibilities: Deliver high level client service through reactive and proactive communication Respond, within service standards, to all incoming inquiries from clients and advisors Complete plan level administrative functions Provide professional, high-quality service to internal and external customers. Provide operations support including resolving escalated customer complaints. Effectively utilize leadership skills to support and contribute to team goals. Leverage multiple administration systems to address inquiries. Set and meet client expectations for complex issue resolution and follow-up within an established, specified timeframe. 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. #LI-JH About Manulife and John Hancock Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html. Manulife is an Equal Opportunity Employer At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law. It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact [email protected]. We're Manulife. And we’re on a mission to make decisions easier and lives better. Better is what drives us. It’s what inspires us to find new ways to support customers and colleagues in living longer and healthier lives. It’s the reason we’re dedicated to investing in digital innovation and accelerating a sustainable and economically inclusive future. Joining us means you’ll be empowered to learn and grow your career. We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words. And as part of our global team, you’ll help shape the future you want to see – and discover that better can take you anywhere you want to go. We’re proud of our accomplishments and recognitions. Recent awards include: 2024 Gallup Exceptional Workplace Award Winner Manulife Named one of Forbes World’s Best Employers 2023 Best Companies to Work for in Asia 2023 We’ve been recognized as one of Canada’s Top 100 Employers (2024) Manulife included in Bloomberg’s 2023 Gender-Equality Index To receive our latest job opportunities directly to your inbox, create an account or sign in and navigate to the ‘Job Alerts’ section located in the top right corner of the page. From there, you can sign up to receive job alerts. Our ambition is to be the most digital, customer-centric global company in our industry. Learn more at https://www.manulife.com/.

Requirements

2-4 year retirement product experience.
Excellent verbal communication skills and effective listening skills
Ability to build positive relationships between customer/company.
Strong attention to detail
Demonstrated commitment to continuous improvement and challenge of the status quo
Excellent organization and multi-tasking skills.
In-depth knowledge of the business area, processes and services.
401k Retirement product experience.
Experience with Omni ERISA/Plan design knowledge

Responsibilities

Deliver high level client service through reactive and proactive communication
Respond, within service standards, to all incoming inquiries from clients and advisors
Complete plan level administrative functions
Provide professional, high-quality service to internal and external customers.
Provide operations support including resolving escalated customer complaints.
Effectively utilize leadership skills to support and contribute to team goals.
Leverage multiple administration systems to address inquiries.
Set and meet client expectations for complex issue resolution and follow-up within an established, specified timeframe.

Benefits

health
dental
mental health
vision
short- and long-term disability
life and AD&D insurance coverage
adoption/surrogacy and wellness benefits
employee/family assistance plans
retirement savings plans (including pension/401(k) savings plans and a global share ownership plan with employer matching contributions)
financial education and counseling resources
paid time off program in the U.S. includes up to 11 paid holidays, 3 personal days, 150 hours of vacation, and 40 hours of sick time