Bilingual Inforce Policy Specialist

Manulife John Hancock; Montreal; Hybrid; CAD 46,000 - 77,000; Full time

Benefits offered by this job

Flexible work options

Inclusive environment

Job summary

Manulife in Montreal is seeking a bilingual customer service professional to handle billing inquiries and policy changes, delivering detailed customer communications and solutions. You will research issues, process payments, and support high-quality service in a dynamic environment.

The role emphasizes customer-centric service, collaboration, and the ability to work in a fast-paced setting with performance-based work-from-home options.

Qualifications

• Post-secondary education or equivalent work experience.
• Bilingual in French and English is preferred to support clients outside Quebec.

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.
• 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 the achievement of individual and team performance objectives by delivering high-quality service.

Skills

Bilingual (French & English)

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.

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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

Montreal, Quebec

Working Arrangement

Hybrid

Salary range is expected to be between $45,900.00 CAD - $76,500.00 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.

Manulife offers eligibl