Bilingual Inforce Policy Specialist

The opportunity

Reporting to the Supervisor/Manager in Policy Owner Services, or Manager in Affinity Markets, this position is primarily responsible for processing transactions that vary in level of complexity.

Responsibilities

• Reviewing and/or processing incoming transactions in a timely and accurate manner.
• Providing strong customer service by means of email, phone, and written letters to internal and external clients. Research, analyze, and respond to requests received from internal and external customers. This involves determining the best course of action to address the issue and accurately processing any necessary transaction(s).
• Having extensive knowledge of Individual Insurance and/or Affinity Markets (includes products, systems, and a basic understanding of all other areas of Policy Owner Services).
• Working with teams across locations to achieve dynamic volumes and service standards.
• Contributing to enhanced departmental efficiency by identifying process improvements and enhancements.
• Demonstrating a positive approach to problem-solving.
• Working closely with other areas and locations of POS to ensure policies and procedures are being followed. Keeping up to date with all changes in procedures and documentation.
• Participating in ongoing training. Providing assistance on other functions handled within the Department. Being actively involved in the continuous improvement of all processes and procedures.
• Identifying and contributing to process improvement initiatives in order to determine ways of processing more efficiently and effectively.

What we are looking for

• College diploma or related business experience.
• Fully bilingual (French/English): The successful candidate will be required to communicate in English and French in order to support clients from various jurisdictions outside of Quebec.
• Solid knowledge of Manulife’s Compliance and Privacy guidelines.
• Proficient knowledge of MS Office i.e., Word, Excel.
• Able to work independently, with a minimum of direct supervision.
• Demonstrated decision-making skills.
• Self-starter with great initiative and attention to detail.
• Strong interpersonal and communication (written & verbal) skills.
• Works well in a fast-paced environment.
• Responds to challenges and opportunities in a positive and productive manner.
• Good mathematical aptitude.
• Good organizational skills with the ability to multitask.
• Strong customer service skills.
• System, product, and procedural knowledge.
• Resilient and adaptable to change.
• Strong team player with the ability to collaborate between departments and other locations.

What can we offer you?

• A competitive salary and benefits packages.
• A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.
• A focus on growing your career path with us.
• Flexible work policies and strong work-life balance.
• Professional development and leadership opportunities.

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 our story.

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.