Customer Service Representative (B2B)

Manages a full block of clients

Deliver professional and trusted service to Manulife John Hancock clients, brokers, third party administrators and plan participants as required.

Build solid relationships both internally (including the field sales team) and externally to foster customer satisfaction and loyalty.

Provide high-quality service to a block of clients by responding effectively to questions, issues and problems.

Meet service quality and productivity standards to ensure a positive client experience and maximize service levels.

Resolve or negotiate “win-win” solutions to client issues directly or by consulting with appropriate resources.

Document and track client discussions or complaints and maintain client contract records.

Proactively educate our clients and intermediaries on new product features and provide on-going education...