Client Service Specialist

Description:

Manulife is seeking a Client Service Specialist – AdminAdvantage to join its Group Benefits Administration team in Montreal, QC. This role is part of the AdminAdvantage Administration unit, which links people, technology, and services to simplify benefits administration and deliver an outstanding experience for both clients and members. The successful candidate will be a proactive, client-focused professional with strong analytical and problem-solving skills, capable of thriving in a fast-paced, high-volume environment.

Key Responsibilities:

• Lead the end-to-end client experience within an assigned portfolio, building strong relationships and anticipating client needs.

• Collaborate with internal stakeholders to resolve client issues and provide strategic guidance.

• Implement Benefits Administration solutions on Manulife’s online platform and participate in project meetings related to implementation and re-enrollment.

• Act as a project manager, staying current with system and product enhancements through training.

• Assist with the development of procedures and act as the escalation point for complex client and member requests.

• Analyze client needs, identify opportunities for improvement, and develop action plans to ensure a positive client and member experience.

Required Qualifications:

• Strong analytical and problem-solving skills.

• Ability to multitask in a high-volume, deadline-driven environment.

• Demonstrated sound judgment balancing business risk and client satisfaction.

• Proficiency in Office 365 (Outlook, Excel, Word, etc.).

Preferred Qualifications:

• Prior knowledge of Group Benefits administration.

• Experience managing a dedicated client portfolio in a fast-paced setting.

• Strong customer service orientation with proven ability to communicate clearly and effectively.

• Ability to adapt to new technology and drive continuous process improvements.

Compensation & Benefits:

• Salary range: CAD 58,275 – CAD 97,125 annually (approx. CAD 4,856 – 8,094 monthly).

• Incentive programs and performance-based bonus opportunities.

• Comprehensive benefits package, including health, dental, vision, mental health, short- and long-term disability, life and AD&D insurance.

• Adoption, surrogacy, and wellness benefits.

• Employee and family assistance programs.

• Retirement savings plans, pension, and employer-matched share ownership program.

• Financial education and counseling resources.

• Paid time off program including vacation, holidays, personal, and sick days, plus statutory leaves.