Bilingual Inforce Policy Specialist

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

Job summary

Manulife/John Hancock is seeking a customer service professional to handle sensitive billing and policy inquiries in a hybrid Halifax-based role. The position emphasizes accurate communication, issue resolution, and collaboration with multiple business areas.

The successful candidate will respond promptly to billing questions, process payments and policy changes, and research histories to support client needs. A post-secondary background and bilingual English/French skills are highly valued.

Qualifications

• Post-secondary education or equivalent work experience is required.
• Bilingual (French & English) is preferred to support clients from various jurisdictions.
• Knowledge of Mainframe systems is an asset; Living Benefits/Life Benefits knowledge is a plus.

Responsibilities

• Handle sensitive issues to ensure customer satisfaction.
• Provide detailed oral and written communication to business areas regarding inquiry resolutions.
• Identify customers’ needs, clarify information, research issues and provide solutions.
• Meet personal/team qualitative and efficiency targets.
• Process 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.
• 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

Attention to detail

Analytical abilities

Interpersonal & collaboration

Customer-centric mindset

Adaptability in fast-paced env

Willingness to learn quickly

Education

Post‑secondary education or equivalent work experience

Job description

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

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

Halifax, Nova Scotia

Working Arrangement

Hybrid

Salary range

Salary range is expected to be between $42,525.00 CAD - $70,875.00 CAD

If you are applying for this role outside of the primary location, please contact [e-mail] for the salary range for your location.

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.

Corporate Values and Awards

We’re Manulife. And we’re on a mission to make decisions easier and lives better. Better is what drives us. It’s what inspires us to find new ways to support customers and colleagues in living longer and healthier lives. It’s the reason we’re dedicated to investing in digital innovation and industry‑leading AI, and accelerating a sustainable and economically inclusive future. Joining us means you’ll be empowered to learn and grow your career. We’ll recognize and support you in a flexible environment where well‑being and inclusion are more than just words. And as part of our global team, you’ll help shape the future you want to see – and discover that better can take you anywhere you want to go. We’re proud of our accomplishments and recognition. Recent awards include: 2026 Gallup Exceptional Workplace Award Winner Manulife Named one of Forbes World’s Best Employers 2025 Financial Times World’s Best Employers Asia‑Pacific 2026 We’ve been recognized as one of Canada’s Top 100 Employers 2026 #1 Life Insurer for AI Maturity by Evident 2026

Our ambition is to be the number one choice for customers. Learn more at https://www.manulife.com/.