Bilingual Inforce Policy Specialist

Manulife; Halifax; Hybrid; CAD 43,000 - 71,000; Full time

Benefits offered by this job

Hybrid work environment

Job summary

Manulife is a leading Canada-based financial services group offering flexible, hybrid work options. The role involves handling sensitive customer inquiries, delivering detailed resolutions, and supporting policy changes to ensure a high-quality customer experience.

Preferred candidates are bilingual (French & English) with strong communication and analytical abilities, and experience in customer service. Knowledge of living benefits and mainframe systems is an asset.

Qualifications

• Post-secondary education or equivalent work experience is required.
• Bilingual (French & English) is preferred to support clients from various jurisdictions.
• Strong communication skills in English and French are essential.

Responsibilities

• Handle sensitive issues to ensure customer satisfaction.
• Provide detailed oral and written communication regarding inquiry resolutions.
• Identify customers’ needs and provide solutions and/or alternatives.
• Meet personal/team qualitative and efficiency targets.
• Apply premium payments and deposits to policies.
• Facilitate changes in payment mode and banking details.
• Process wire, refund, suspense clearing, premium offset and chargeback.
• Respond to general billing and policy change inquiries.
• Conduct research and histories.
• Contribute to achieving team objectives with high-quality service.

Skills

Bilingual (French & English)

Excellent verbal and written comms

Strong analytical abilities

Customer service experience

Education

Post-secondary education or equivalent work experience

Tools

Mainframe systems

Living Benefits knowledge

Job description

Here at Manulife, we are a leading Canada-based financial services group, that is helping people achieve their dreams and aspirations, by putting customers’ needs first and providing them with the right solutions.

When joining Manulife, you’re starting an exciting journey that can take your career anywhere you want it to go. Collaborating with great colleagues in an inclusive and supportive environment, you’ll take on new challenges and make a difference.

If you are looking for unlimited opportunities to develop and success, a flexible and supportive environment, work from home possibilities based on performance and being a part of a dynamic work culture, where taking care of one another is a must, we'd like to meet you!

Position Responsibilities:

• Handle sensitive issues in order to ensure customer satisfaction;

• Provide detailed oral and written communication to business areas regarding inquiry resolutions;

• Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives;

• Meet personal/team qualitative and efficiency targets.

• Apply premium payments and deposits to policies

• Facilitate changes in payment mode, banking details, and pre-authorized checking

• Process wire, refund, suspense clearing, premium offset and chargeback

• In charge of responding to general billing and policy change inquiries

• Conduct research and histories

• Contribute to the achievement of individual and team performance objectives by delivering high-quality service, maintaining operational excellence, and supporting a positive customer experience

Required Qualifications:

• Post‑secondary education or equivalent work experience

Preferred 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.

• Knowledge of Mainframe systems is considered an asset

• Experience with Living Benefits and Life Benefits is a strong asset

• Excellent verbal and written communication skills

• Keen attention to detail with strong analytical abilities

• Previous experience in the customer service industry

• High aptitude to learn and apply information quickly

• Strong interpersonal and collaboration skills

• Ability to work efficiently in a fast‑paced, evolving environment while maintaining professionalism

• Customer‑centric mindset with a proactive, "go-above-and-beyond" approach

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

The role being advertised is an existing vacancy.

Giới thiệu về Manulife và John Hancock

Tập đoàn Manulife Financial là nhà cung cấp dịch vụ tài chính quốc tế hàng đầu giúp mọi người quyết định dễ dàng hơn và có cuộc sống vẹn toàn hơn. Để tìm hiểu thêm về chúng tôi, hãy truy cập https://www.manulife.com.vn/ .

Manulife là Nhà sử dụng lao động không phân biệt đối xử

Tại Manulife/John Hancock, chúng tôi luôn đón nhận sự đa dạng. Chúng ta cố gắng thu hút, phát triển và duy trì lực lượng lao động đa dạng tương tự như những khách hàng mà chúng ta phục vụ, đồng thời thúc đẩy một môi trường làm việc hòa nhập, đề cao thế mạnh của từng nền văn hóa và cá nhân. Chúng ta cam kết tuyển dụng, duy trì, thăng tiến và trả lương một cách công bằng. Đồng thời, chúng ta quản lý tất cả các hoạt động và chương trình của mình mà không phân biệt đối xử dựa trên chủng tộc, dòng họ, xuất thân, màu da, nguồn gốc dân tộc, quyền công dân, tôn giáo hoặc tín ngưỡng tôn giáo, đức tin, giới tính (bao gồm phụ nữ mang thai và các tình trạng liên quan đến mang thai), xu hướng tính dục, đặc điểm di truyền, tình trạng cựu chiến binh, bản dạng giới, biểu hiện giới, tuổi tác, tình trạng hôn nhân, tình trạng gia đình, khuyết tật hoặc bất kỳ căn cứ nào khác được pháp luật hiện hành bảo vệ.

Ưu tiên của chúng ta là loại bỏ các rào cản để đem lại cơ hội tiếp cận việc làm bình đẳng. Đại diện Bộ phận Nhân sự sẽ làm việc với những ứng viên có yêu cầu điều chỉnh hợp lý trong quá trình ứng tuyển. Tất cả thông tin được chia sẻ trong quá trình yêu cầu điều chỉnh sẽ được lưu trữ và sử dụng tuân theo pháp luật hiện hành và chính sách của Manulife/John Hancock. Để yêu cầu điều chỉnh hợp lý trong quá trình ứng tuyển, hãy liên hệ với [e-mail] .

Referenced Salary Location

Halifax, Nova Scotia

Working Arrangement

Kết hợp

Salary range is expected to be between

$42,525.00 CAD - $70,875.00 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.

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.

We use data and analytics technologies, such as artificial intelligence (AI), and automated processing tools, to analyze and process the information you provide to us or third parties in the application process. For more information, please refer to our personal information collection statement (https://careers.manulife.com/global/en/talentacquisitionprivacystatement) .