Client Account Representative

Working Arrangement:

Hybrid

Job Description:

The customer is the focus of everything we do, and millions of end users rely on our products daily. We believe in the value of empowering Client Account Representatives with the resources to solve critical problems for the future of our business, which is why we need you. 

Manulife Client Account Representative manages a full block of clients and provides high-quality service and problem-solving support on the full range of issues which requires broad business knowledge. 

What motivates you?

• You obsess about customers, listen, engage and act for their benefit 
• You think big, with curiosity to discover ways to use your agile mindset and enable business outcomes 
• You thrive in teams, and enjoy getting things done together
• You take ownership and build solutions, focusing on what matters  
• You do what is right, work with integrity and speak up
• You share your humanity, helping us build a diverse and inclusive work environment for everyone              

We are looking for someone with:

• At least two (2) years of solid call center experience and finished at least two (2) years in college (Bachelor’s degree AN ADVANTAGE)
• Account management/B2B/case management experience
• Ability to manage and foster relationships with both internal and external partners
• Email Correspondence and client or contract management skills
• Ability to fluently speak in English
• Strong analytical and problem solving skills to comprehend, solution and act on presented customer concern or problem
• Strong customer service skills (ability to build rapport, demonstrate empathy and outline key steps in delivering good customer service)
• Ability to train onsite and work from home/onsite after training
• Amenability to work at night full-time, shifting schedules, Philippine holidays or weekends if needed
• Willing to work in UP Technohub, Quezon City OR Lapu-lapu City, Cebu
• HYBRID Work Arrangement – amenability and readiness to work onsite and from home anytime (dependent on business needs AND/OR current external environment/situation).

Nice to Haves: 

• Call Center experience focused on customer service and managing key client accounts preferably in health care sector
• Exposure working in a large Shared Services center environment in the Financial industry

On the job you will: 

• Have regular contact with clients, advisors and third-party administrators under block of business though inbound/outbound calls and emails
• Resolve or negotiate “win-win” solutions to client issues directly or by consulting with appropriate resources        
• Document and track significant client discussions or complaints; maintain current client contract records and follow-up as appropriate        
• Recognize and devote special attention to endangered/ pampered cases
• Ensure all members of customer base are informed of significant issues
• Provide new and ongoing client orientation and education by: set expectations, discuss working relationship, advise of new product features and ensure understanding of proper procedures to follow         
• Identify trends and patterns of client issues and escalate to appropriate person
• Provide quality client administration by processing all standard financial transactions on assigned caseloads        
• Monitor, control and minimize outstanding suspense account items      
• Contribute to the work systems improvement of the department by identifying barriers and providing input to solutions