*Please note there are specific application instructions required to be considered for this role
At Manulife John Hancock, we believe in investing in the future – starting with you. Our Client Account Representative is your launchpad to success, offering the support, structure, and exciting opportunities you need to thrive and make your mark.
Are you a driven university student ready for an adventure in the world of Client Accounts? Join us as a Client Account Representative Co-op for Fall 2026 with Manulife! With the client as the focus, this role will take a proactive approach to every client interaction, to ensure a high-quality Manulife experience.
This role is primarily accountable for managing, resolving and communicating service requests that are progressively more complex. Covering a comprehensive suite of products, tools and services the role utilizes multiple systems, platforms and methods as outlined within the department training plan to meet service level standards. The role also has responsibility for Customer Protection around Personally Identifiable Information and risk mitigation. Incumbents fully understand that the client is at the centre of everything we do and demonstrate behaviours that exemplify this.
Position Responsibilities:
Provide high quality service by responding effectively to clients’ questions, issues, and problems (via emails). Clients may include internal partners, plan sponsors, and plan members.
Accountable for initial investigation of operational errors within Plan Sponsor Services
Coordinate (with cross functional areas) to deliver client solutions – providing a single point of contact for service.
Support external clients and internal clients by providing knowledge and expertise; may be called upon to attend face-to-face meetings with Plan Sponsors.
Develop ‘win-win’ solutions to complex problems under tight deadlines; manage boundaries between customer base so roles are clear, workflow is smooth, and service is seamless.
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Communicate within the client environment to actively prevent errors and ensure all relevant parties are current and informed on case issues.
Acknowledge internal and external client emails same day when received by 2pm EST.
Identify trends in issues and errors, make recommendations for process changes to mitigate reoccurrence in the future (and include working with client on processes/best practices to provide quality work).
Serve as primary intake for reconciliation requests provides support for internal areas to understand requirements plus expected outcomes and work with client to manage expectations – advocating for successful resolution.
Required Qualifications:
- Strong Customer Service experience demonstrating proven ability to manage and foster relationships with both internal and external partners
Strong knowledge of workflows, procedures, and the functionalities, complexities and limitations of Canadian Group Retirement products will be considered an asset.
Candidates in their 4th year of study are preferred; however, students in their 3rd year are also encouraged to apply
Good understanding of applicable legislation and/or privacy regulations and guidelines.
Ability to understand and align work to Customer objectives.
Proven ability to quickly and easily adapt to changes to meet customer needs.
Demonstrated strength at evaluating feasibility or practicality of ideas with the ability to assess risk and trade-offs.
Ability to quickly and easily adapt to changes within the business and organization. Easily transitioning from supporting one assignment to another
Strong teamwork and interpersonal skills focused on collaboration and cultivating strong working relationships.
Strong math skills used to reconcile financial reports and work with financial data
Proficient understanding of Microsoft 365 applications including Excel, SharePoint, Power Point, and Word applications.
Bilingualism is a requirement for this role as we support both French and English clients.
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.
As part of our co-op program, you will gain early access to Manulife John Hancock’s premier early talent program, GRO, tailored to graduating students! This program is designed to launch your career with the support, structure, and opportunities you need to thrive.
Application Instructions:
Submit your resume, cover letter, academic transcript and work term evaluation (if any) in one PDF file.
Salary range is expected to be between
$35,100.00 CAD - $44,850.00 CAD
The actual salary will vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training. The annual salary will be pro-rated based on the length of the work-term
LI-Hybrid
This posting supports an ongoing hiring initiative for existing and/or future vacancies.
We use data and analytics technologies, such as artificial intelligence (AI), and automated processing tools, to analyze and process the information you provide to us or third parties in the application process. For more information, please refer to our personal information collection statement.
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 hr@manulife.com.
Working Arrangement
In-Person
The role being advertised is an existing vacancy.
We use data and analytics technologies, such as artificial intelligence (AI), and automated processing tools, to analyze and process the information you provide to us or third parties in the application process. For more information, please refer to our personal information collection statement.
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 cultur
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