The Corporate Accounts Specialist – Intake Team serves as the front line of communication for all incoming client requests, inquiries, and service concerns related to group insurance accounts. This role is critical in providing prompt, efficient, and professional responses to clients, ensuring that all requests are properly logged, acknowledged, and endorsed to the appropriate teams for resolution. The specialist is responsible for maintaining a zero-email backlog, monitoring turnaround times (TATs), and ensuring that service level agreements (SLAs) are consistently met. The role requires a strong customer-first mindset, organizational discipline, and cross-functional coordination capabilities.

Position Responsibilities:

Acknowledge and respond to all incoming emails from corporate clients and distribution channels, ensuring that each inquiry, concern, or request is handled professionally and within the agreed response time.Provide first-call resolution to client requests whenever possible, minimizing the need for escalation or hand-offs. New Business, Fulfillment, or Billing and Collections for proper processing.Maintain a “zero inbox” by ensuring all emails are read, acknowledged, and acted upon or forwarded daily. Track and monitor all endorsed requests and ensure that the appropriate teams deliver the required outputs within the agreed TATs.Follow up with internal stakeholders to ensure timely resolution of client concerns and proactively manage delays.Handle escalated client concerns, manage expectations professionally, and coordinate expedited resolution requests with the relevant teams.Document all actions taken per request for audit trail and reporting purposes.

Individual Accountabilities:

Client Request Management: Own the initial handling of all client requests, ensuring clarity, timeliness, and accuracy in endorsements and follow-ups.Inbox Monitoring: Maintain a zero-backlog policy and ensure full visibility on request statuses throughout the day.TAT Monitoring and Reporting: Keep track of deadlines and follow up with responsible teams to ensure delivery within SLAs.Escalation Handling: Professionally manage escalated concerns and communicate effectively with both internal teams and clients to ensure quick resolution.Service Documentation: Ensure that all transactions are properly documented and updated in the tracking system for reporting and compliance.

Key Shared Accountabilities:

With New Business Team: Ensure seamless hand-off of new enrollment-related requests for timely processing.With Fulfillment Team: Endorse policy servicing and endorsement-related requests and track progress for timely completion.With Billing and Collections Team: Coordinate billing-related concerns and ensure that issues such as payment posting, invoices, and collection concerns are promptly addressed.With Renewal Managers/Officers: Share updates on client concerns and support escalation resolution as needed.Maintain strong relationships with direct clients, brokers, bancassurance, and agency channels to uphold service excellence.

Required Qualifications:

College graduate of any 4year courseRequires 1-2 years of Group Accounts Management and/or Operations experienceExcellent customer service orientationProficiency in MS Office notably MS Excel

Preferred Qualifications:

Preferably with Basic LOMA course taken and passedTeam playerCustomer service orientedContinuous Improvement OrientationStrong analytical skillsExcellent communication and interpersonal skillsResponsiveness and Execution ExcellenceAttention to Detail and Accuracy

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.

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 recruitment@manulife.com.

Working Arrangement

Hybrid