Bilingual Inforce Case Coordinator

The Bilingual Inforce Coordinator is a key part of our Coordination team, dedicated to building lasting relationships and delivering exceptional service. This key role supports our select MGA, National Account Back offices and Elite Advisors, who generate 80% of our insurance revenue, by providing personalized and priority service.

Cross-trained across our insurance product line, the coordinator embodies Manulife’s values ​​in every interaction: initiative, collaboration, customer-centricity, ambition, integrity and humanity. Empathetic, professional and highly organized, the Coordinator effectively links internal processes and teams to satisfy distributors. By putting the customer at the heart of their actions, they strive to build strong relationships and ensure exceptional service within the Canadian sector.

Position Responsibilities:

• Request Management: Acknowledge, manage and process requests related to in-force insurance contracts through dedicated channels, while meeting established service standards.
• Customer Relationship and Service: Create an exceptional service experience by prioritizing requests, building meaningful relationships with distributors, and promoting Manulife’s digital tools.
• Communication and Collaboration: Work closely with internal teams to facilitate the implementation of complex processes, resolve cases quickly, and keep stakeholders informed.
• Issue and Efficiency: Resolve request-related issues by taking full ownership of the process, sharing knowledge with peers to balance the workload, and proposing improvements for a better distributor experience.
• Proactive Assessment and Action: Assess business and compliance risks and take appropriate action. Recommend changes to reduce waste and improve process efficiency for distributors.

Required Qualifications:

• Bilingual (French & English) is required - The successful candidate will be required to communicate in English and French in order to support clients from various jurisdictions outside of Quebec.
• Typically, post-secondary education or equivalent work experience
• Typically have 2+ years of progressive customer service skills
• Sound insurance knowledge across all Insurance product lines including legacy products is an asset

Preferred Qualifications:

• Excellent relationship management: Ability to build and maintain positive and solid relationships with internal and external customers. 
• Outstanding Communication: Expresses ideas and shares information clearly, concisely and thoroughly, articulates messages, modifies approach and builds connections/trust.
• Influence and Persuasion: Moves others to take corrective actions on behalf of Manulife’s external customers; influences without formal authority; ability to handle and overcome objections and resistance.
• Collaboration: Fosters productive working relationships across diverse groups to produce superior solutions; builds beneficial networks to achieve collective business goals; ability to work effectively with various stakeholders throughout the Canadian Insurance segment.
• Knowing the Business: Stay current on Manulife’s customer strategies; working knowledge of Canadian Individual Life Insurance's various products and functions.
• Solution Focused: Owns problems through to resolution; demonstrates the ability to make sound and timely decisions, applies analytic/systematic reasoning to positively impact results, organizational performance, and the customer experience.
• Exceptional Time Management and Organizational Skills: Ability to manage high volumes of cases within aggressive deadlines by balancing new and existing cases and shifting priorities.

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.

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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.

Montreal, Quebec

Hybrid

Salary range is expected to be between

$51,375.00 CAD - $85,625.00 CAD

If you are applying for this role outside of the primary location, please contact recruitment@manulife.com for the salary range for your location. 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. Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.

Manulife offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plans. We also offer eligible employees various retirement savings plans (including pension and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in Canada includes holidays, vacation, personal, and sick days, and we offer the full range of statutory leaves of absence. If you are applying for this role in the U.S., please contact recruitment@manulife.com for more information about U.S.-specific paid time off provisions.