Account Manager guiding client strategy and digital marketing projects at VERB, a Halifax - based agency. Managing relationships, budgets, timelines, campaigns, and web development from Discovery to Launch.
About the role
- Client Account Representative supporting Manulife’s group retirement plan customers. Managing complex cases, reconciliations, operational errors, and cross-functional client solutions.
Responsibilities
- Provide high-quality service for challenging Notional cases through written and verbal responses to customers
- Investigate operational errors within Plan Sponsor Services
- Coordinate with cross-functional areas to deliver client solutions as a single point of contact
- Support external and internal clients with knowledge and expertise
- Attend face-to-face meetings with plan sponsors and internal partners when required
- Develop win-win solutions to complex problems under tight deadlines
- Communicate within the client environment to prevent errors and keep relevant parties informed
- Acknowledge emails received by 2 p.m. EST and respond to voicemail the same day
- Identify issue and error trends and recommend process changes to prevent recurrence
- Update process documentation and work with clients on processes and best practices
- Serve as primary intake for reconciliation requests
- Support internal areas in understanding requirements and expected outcomes, manage client expectations, and advocate for successful resolution
- Manage clients in partnership with Field offices and collaborate with Customer Experience teams and business partners
Requirements
- Strong customer service experience demonstrating proven ability to manage and foster relationships with internal and external partners
- Strong knowledge of workflows, procedures, and GRS systems’ functionalities, complexities, and limitations
- Good understanding of applicable legislation and/or privacy regulations and guidelines
- Thorough knowledge of the area’s business, systems, and procedures, with ability to align work to customer objectives
- Strong interpersonal, communication, and presentation skills
- Strong math skills for reconciling financial reports and working with financial data
- Proficiency in Excel and Word-based programs, including PowerPoint
- IFIC, CSC, or RPA designation, or progress toward an RPA designation, is an asset
- Bilingualism in English and French is an asset; for successful candidates in Québec, proficiency in both languages is required to support clients from various provinces outside Québec
Benefits
- Flexible environment supporting well-being and inclusion
- Learning and career growth support
- Health, dental, mental health, and vision benefits
- 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
- Incentive programs and incentive compensation tied to business and individual performance
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Degree requirement
No Education Requirement
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