Bilingual inforce policy specialist

Société Financière Manuvie; Halifax; Hybrid; CAD 43,000 - 71,000; Full time

Benefits offered by this job

Hybrid work arrangement

Work from home possibilities

Inclusive culture

Job summary

Manulife Financial Corporation is seeking a customer service professional to support Halifax clients with billing, payments, and policy inquiries. The role offers a hybrid work arrangement and growth opportunities within a large, international team.

You will handle inquiries, process payments, research issues, and provide clear, accurate information in a bilingual English/French context, maintaining a customer-centric approach.

Qualifications

• Post-secondary education or equivalent work experience.
• Bilingual English & French required to support clients from various jurisdictions.
• Knowledge of Mainframe systems is an asset.
• Excellent verbal and written communication skills.
• Keen attention to detail with strong analytical abilities.
• Experience in customer service is preferred.

Responsibilities

• Handle sensitive issues to ensure customer satisfaction.
• Provide detailed oral and written communication to business areas regarding inquiries.
• Identify customers’ needs, clarify information, research issues and provide solutions.
• 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.
• Contribute to high-quality service and operational excellence.

Skills

Bilingual (French & English)

Excellent verbal and written comms

Attention to detail

Interpersonal and collaboration

Customer service experience

Ability to learn quickly

Fast-paced environment adaptability

Strong analytical abilities

Education

Post-secondary education or equivalent

Tools

Mainframe systems

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.

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 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.