Client Service Specialist

Accountabilities and Responsibilities

Client & Advisor Engagement

• Serve as the liaison for Private Advisors and Partner Banks delivering proactive responsive and personalized service.
• Facilitate client onboarding ensuring all documentation medicals and financials are in good order and aligned with regulatory and internal standards.
• Provide real-time updates and strategic support to advisors enabling them to focus on client acquisition and relationship management.

Case Management & Policy Fulfillment

• Own the entire case lifecycle from submission to policy issuance coordinating with underwriting compliance and international operations.
• Track wire transfers and initiate premium deposit requisitions ensuring timely and accurate application of funds.
• Review and validate documentation for completeness and accuracy ensuring alignment with system data for audit readiness.

Post-Sale Servicing

• Manage post-sale transactions including nominations policy changes claims and customized client requests.
• Ensure one-touch resolution by coordinating with internal teams (Policy Services Claims Legal etc.) and external stakeholders.
• Maintain detailed records of client interactions service requests and outcomes in CRM systems.

Operational Excellence & Process Improvement

• Identify and implement efficiency enhancements to reduce handoffs and improve turnaround times.
• Conduct pre due diligence / AML checks prior to policy issuance.
• Lead training sessions for internal stakeholders and distribution partners on operational processes and best practices.

Reporting & Compliance

• Maintain daily weekly and monthly reports to track case progress service levels and outstanding requirements.
• Escalate issues proactively and provide root cause analysis when service expectations are not met.
• Support internal audits and ensure compliance with regulatory and internal standards.

Required Qualifications:

• Proven client relationship management experience in financial services industry
• Excellent customer service and communication skills with a solid sense of accountability urgency and follow-through
• Excellent organizational and time management skills with high attention to details
• Ability to multitask and prioritize competing escalated inquiries under changing circumstances
• Strong technical competence with systems/databases/Microsoft office
• Appreciates the confidentiality involved in a high net worth/client focused environment
• Ability to navigate and work in grey areas with little direction
• Sensitivity and adaptability to international and cultural differences
• Flexible work hours understanding in periods of high volume that additional time commitment may be required

Preferred Qualifications:

• Previous life insurance industry knowledge preferred
• Proficiency in Arabic is highly advantageous to support client engagement and advisory in Middle Eastern markets.

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 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 .