Bilingual Elite Inforce Case Coordinator

Manulife; Kitchener; Hybrid; CAD 51,000 - 86,000; Full time

Job summary

A leading insurance provider in Canada is looking for an Elite Case Coordinator to support its Individual Insurance team. In this hybrid position, you will manage relationships with various branches and ensure timely processing of life insurance applications. Bilingual skills in French and English are essential. The role offers a diverse range of responsibilities and a supportive work environment.

Benefits

Customizable health and dental benefits

Generous paid time off

Retirement savings plans with employer matching

Qualifications

• Ability to influence and persuade others effectively.
• Strong attention to detail in managing assigned files.
• Proficient in researching and problem-solving.

Responsibilities

• Build relationships with assigned branches and provide consistent support.
• Follow up on pending cases to meet service standards.
• Anticipate customer needs and provide timely updates about their applications.

Skills

Bilingual (French & English)

Excellent communication skills

Exceptional organizational skills

Customer service experience

Organizational skills

Job description

Manulife’s Insurance business unit is a leading provider of investment and insurance solutions that meet the diverse financial needs of Canadian families. In collaboration with independent Financial Advisors across the country, we offer a suite of innovative wealth and protection solutions, including: segregated funds, mutual funds, annuities, guaranteed interest contracts, individual life insurance and one of the most comprehensive living benefit portfolios in the industry, which includes critical illness, long-term care and disability products.

Manulife’s Individual Insurance team currently has an opportunity for an Elite Case Coordinator.

The primary responsibility is to provide pro‑active support to our Corporate Account, National Account and Independent Advisor offices, as well to liaison with internal departments to ensure new life insurance applications are processed in a timely and efficient manner.

Position Responsibilities:

• Build one-to-one relationships with theirassigned branches by being a consistent point of contact for them during the life of the policy.
• Pro‑actively follow up on all pending cases to ensure service standards are being met.
• Anticipate the needs of their customers and perform outbound calls, e‑mails or any notifications to keep them informed of the details that are important to them.
• Assume ownership of the files assigned, understand any urgency and assist in solving the problems that may prevent a file from moving through the process as quickly as possible.

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.

Preferred Qualifications:

• Exhibit excellent communication skills, both oral and written, and demonstrate proven customer service experience with the ability to interact effectively and professionally with all levels of management. Be a team player with strong interpersonal skills.
• Must be adaptable and capable of handling ongoing change management. Possess the ability to research, identify problems, and contribute to finding solutions, including recognizing when to elevate exceptions to provide superior service.
• Demonstrate the ability to influence, convince, direct, and persuade others effectively.
• Show exceptional organizational skills and attention to detail.
• Knowledge of individual life insurance terminology and products is considered an asset.

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.

#LI-HYBRID

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 [e-mail].

Referenced Salary Location

Montreal, Quebec

Working Arrangement

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 [e-mail] 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 [e-mail] for more information about U.S.-specific paid time off provisions.