Bilingual Inforce Policy Specialist

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

Benefits offered by this job

Hybrid work model

Health benefits

Wellness programs

Retirement plans

Job summary

Manulife, a leading Canadian financial services group, seeks a bilingual customer support professional to assist clients across jurisdictions. The role emphasizes accurate billing, policy inquiries, and payments processing while delivering high-quality service in a flexible, hybrid work environment.

You will engage with multiple business areas, research issues, and provide clear English and French communication. This position aligns with Manulife's inclusive culture and customer-first philosophy.

Qualifications

• Required: Post‑secondary education or equivalent work experience.
• Preferred: Bilingual (French & English) is required to support clients from various jurisdictions outside Quebec.
• Knowledge of Mainframe systems is 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.
• Customer service experience is valued.
• Ability to learn quickly and collaborate effectively.
• Customer-centric mindset with proactive approach.

Responsibilities

• Handle sensitive issues to ensure customer satisfaction.
• Provide detailed oral and written communication regarding inquiry resolutions to business areas.
• Identify customer needs, clarify information, research issues and provide solutions or alternatives.
• Meet personal and 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.
• Respond to general billing and policy change inquiries.
• Conduct research and histories.
• Contribute to team and individual performance through high-quality service and operational excellence.

Skills

Bilingual (French & English)

Excellent communication

Detail oriented

Customer service experience

Adaptable to fast-paced environment

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.

#LI-HYBRID

The role being advertised is an existing vacancy.

Acerca de Manulife y John Hancock

Manulife Financial Corporation es un importante proveedor internacional de servicios financieros que ayuda a las personas a tomar decisiones de una manera más fácil y a vivir mejor. Para obtener más información acerca de nosotros, visite http://www.manulife.com .

Manulife es un empleador que ofrece igualdad de oportunidades

En Manulife/John Hancock, valoramos nuestra diversidad. Nos esforzamos por atraer, formar y retener una fuerza laboral tan diversa como los clientes a los que prestamos servicios, y para fomentar un entorno laboral inclusivo en el que se aprovechen las fortalezas de las culturas y las personas. Estamos comprometidos con la equidad en las contrataciones, la retención de talento, el ascenso y la remuneración, y administramos todas nuestras prácticas y programas sin discriminación por motivos de raza, ascendencia, lugar de origen, color, origen étnico, ciudadanía, religión o creencias religiosas, credo, sexo (incluyendo el embarazo y las afecciones relacionadas con este), orientación sexual, características genéticas, condición de veterano, identidad de género, expresión de género, edad, estado civil, estatus familiar, discapacidad, o cualquier otro aspecto protegido por la ley vigente.

Nuestra prioridad es eliminar las barreras para garantizar la igualdad de acceso al empleo. Un representante de Recursos Humanos trabajará con los solicitantes que requieran una adaptación razonable durante el proceso de solicitud. Toda la información que se haya compartido durante el proceso de solicitud de adaptación se almacenará y utilizará de manera congruente con las leyes y las políticas de Manulife/John Hancock correspondientes. Para solicitar una adaptación razonable en el proceso de solicitud, envíenos un mensaje a [e-mail] .

Referenced Salary Location

Halifax, Nova Scotia

Modalidades de Trabajo

Híbrido

Salary range is expected to be between

$42,525.00 CAD - $70,875.00 CAD

Los empleados también tienen la oportunidad de participar en programas de incentivos y recibir una compensación vinculada al rendimiento empresarial e individual. El salario real variará según las condiciones del mercado local, la geografía y factores relacionados con el puesto como conocimientos, habilidades, requerimientos, experiencia y educación/formación. Si solicitas este puesto fuera de tu ubicación principal, por favor escríbenos a [e-mail] para conocer el rango salarial correspondiente a tu ubicación.

Manulife ofrece a los empleados aptos una amplia variedad de beneficios personalizables, entre ellos, beneficios de salud, odontológicos, de salud mental, oftalmológicos, por discapacidad a corto y a largo plazo, cobertura de seguro de vida y por muerte accidental y desmembramiento, adopción/subrogación y bienestar, y planes de asistencia al empleado/familiar. También ofrecemos a los empleados admisibles varios planes de ahorro para la jubilación (incluidos planes de pensiones y un plan mundial de propiedad de acciones con contribuciones equivalentes del empleador) y recursos de asesoramiento y educación financiera. Nuestro generoso programa de tiempo libre remunerado en Canadá incluye feriados, vacaciones, días personales y días por enfermedad, y ofrece la gama completa de ausencia laboral reglamentaria. Si se está postulando para este puesto en los EE. UU., póngase en contacto con [e-mail] para obtener más información sobre las disposiciones relativas al tiempo libre remunerado específicas de EE. UU.

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) .