Bilingual Individual Disability Senior Case Manager

Manulife John Hancock; Quebec; Hybrid; CAD 60,000 - 100,000; Full time

Benefits offered by this job

Health benefits

Dental benefits

Vision benefits

Disability coverage

Job summary

Manulife John Hancock is seeking a Bilingual Disability Senior Case Manager to support disability and life waiver claims across Canada. You will work in a collaborative team, handling complex files, communicating with policyholders, brokers and physicians, and ensuring fair claims practices.

The role demands strong English/French communication, Excel proficiency, and sound judgment in evaluating medical and financial documentation.

Qualifications

• University degree or equivalent experience.
• 3+ years in claims adjudication, preferably disability.
• Strong customer service orientation with negotiation skills.
• Fully bilingual French/English to support diverse clients.

Responsibilities

• Provide superior customer service to policyholders and agents.
• Manage ongoing claims with documentation requests and investigations.
• Review claims and underwriting files for disclosures and policy benefits.
• Decide claim benefit eligibility and communicate decisions.
• Document claim files to ensure accurate records.
• Verify eligibility with policy provisions and maintain records.

Skills

Customer service

Negotiation

Microsoft Office

Bilingual EN/FR

Analytical skills

Communication skills

Education

University degree

Tools

Microsoft Word

Microsoft Excel

PowerPoint

Job description

We are currently seeking a Bilingual Disability Senior Case Manager for a client based across Canada. Product lines are Individual Disability and Life Waiver of Premium. The successful candidate must be able and willing to work in a team environment and be motivated to maintain exemplary customer service to our clients.

The role being advertised is an existing vacancy.

Responsibilities

• Establish and maintain superior customer service to policyholders, agents, marketing centers.
• Manage ongoing claims by requesting further medical, financial documentation or investigations as required and consult with specialists in all areas.
• Review claims and underwriting files for proper disclosure of past medical history, exclusions, riders, endorsements; administer policy enhancements, premium waiver and other policy benefits.
• Make decisions on claim benefit eligibility determination and communication decisions to stakeholders.
• Document the claim file to ensure an accurate record of events that transpire in the claim handling.
• Obtain proper file information and review with policy provisions to verify eligibility.
• Accurately maintain claim records on system to ensure accuracy of reserve calculations.

Qualifications

• University degree in any discipline or equivalent experience.
• 3+ years of experience in claims adjudication, ideally in disability claims.
• Strong customer service orientation with solid negotiation skills.
• Advanced proficiency in Microsoft Office (Word, Excel, PowerPoint).
• 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.
• Excellent interpersonal skills, with strong oral and written communication skills to interact with internal and external clients, service providers, brokers, physicians, employees, hospitals, investigators, and lawyers.
• Working knowledge of government legislation and legal precedents, the Insurance Act and/or the Civil Code of Québec an asset.
• Strong working knowledge of medical conditions and terminology, with experience interpreting and applying financial documentation and fair claims practices.
• Good understanding of underwriting processes.
• Strong analytical skills to assess conflicting information from multiple sources to evaluate risk and make timely, effective decisions.

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.

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

CAN, Quebec - Full Time Remote

Working Arrangement

Remote

Salary range

Salary range is expected to be between $59 700,00 CAD - $99 500,00 CAD. Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance. 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. If you are applying for this role outside of the primary location, please contact [e-mail] for the salary range for your location.

Benefits

Manulife offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short- and long-term disabi