Advisor Service Delivery Representative

Reporting to the Manager, Service Delivery, the Advisor Service Delivery (ASD) Representative assists a team of Account Executives with their Clients in delivering value-added benefits and wholistic service to Plan Advisors. The ASD Representative will provide primary servicing of a block of small market Group Plans (2-50 lives) to ensure client service satisfaction, continuous improvement, conservation and profitability of our Group Benefits block of business.

The ASD Representative is a key resource and contact for complex Small Business Advisor inquiries that come to the ASD via telephone or via email correspondence. They will be accountable for handling the inquiry from start to finish with involvement from other internal departments, as needed.

This role requires a high level of expertise in Group Benefits operations (complex claims, PDS, PMA, Billings, Commissions) and must have a strong customer focus and a keen ability to quickly navigate within the internal teams to effectively resolve the Advisor inquiry.

• Support Account Executives by building and maintaining successful Advisor relationships, acting as the main point of contact for inquiries, and ensuring effective communication across departments.
• Provide expertise on Manulife's digital tools for group benefits clients and support clients in increasing adoption and utilization of these digital experiences among plan members.
• Facilitate training for Plan Administrators and provide ongoing education for Advisors through webinars and individual sessions, focusing on plan design and digital tools.
• Handle inquiries related to commissions, plan design, and benefit claims, leveraging internal relationships to provide accurate and timely responses, and resolve complex issues.
• Initiate and manage amendment requests for existing groups, ensuring all necessary information is complete and requirements are met.

• Collaborate on process improvements, meet and exceed advisor expectations, and continuously analyze and address complex inquiries and problems.

• Ability to handle complex Advisor inquiries to resolution
• Demonstrates ability to interact effectively with various levels of internal and external clients
• Ability to think strategically and work independently
• Proven ability to determine business priorities, meet goals, manage high volumes of work and work collaboratively within the team
• Strong negotiation and conflict management skills
• Attention to detail and accuracy, including ability to document processes, to articulate query responses in a clear and concise way
• Discretion / confidentiality
  • Adhere to PIPEDA legislation and internal Code of Conduct guidelines as they pertain to confidential information for advisors and their clients. Demonstrate discretion with confidential information
• Strong customer service skills including a sense of urgency, ability to display empathy and strong emotional self-control during times of stress and particularly in difficult conversations
• Ability to think critically, analyze quantitative and qualitative data, and make recommendations to help clients identify opportunities for engagement/education
• Strong customer-facing skills including expectation management, communication skills, information management

• We’ll empower you to learn and grow the career you want.
• We’ll recognize and support you in a flexible environment…