Bilingual Insurance Case Coordinator - Manulife Wealth

Manulife; Montreal; Hybrid; CAD 44,000 - 75,000; Full time

Job summary

A financial services company in Montreal seeks a Bilingual Insurance Case Coordinator to support advisors by coordinating new business and ensuring smooth application processes. The ideal candidate possesses strong negotiation, problem-solving, and communication skills while being fluent in both French and English. This role offers competitive compensation in a hybrid working environment.

Benefits

Health benefits

Dental and vision insurance

Life and disability insurance

Retirement savings plans

Paid time off

Qualifications

• Bilingual in French and English is required.
• Proven ability to effectively communicate with clients.
• Exceptional attention to detail.

Responsibilities

• Build relationships with advisors as their advocate.
• Ensure applications move through various stages accurately.
• Order medical evidence and review applications for correctness.

Skills

Negotiation and problem-solving

Effective communication

Customer service experience

Interpersonal skills

Organizational skills

Attention to detail

Bilingual (French & English)

Education

University degree or college diploma

Job description

Overview

Manulife Wealth Insurance Services Inc (MWISI) currently has a position available for a Bilingual Insurance Case Coordinator. This role supports Manulife and other insurance carriers and is responsible for coordinating business received from both MSII and 3rd party Independent Advisors. This position is the MGA “Back Office” for MWISI and 3rd party Independent Advisors and serves as the central channel for advisors to submit New Business and In-Force Insurance business for MWISI-supported carriers. This role impacts advisor retention and advisor sales and influences the level of business growth an advisor places through MWISI.

Position Responsibilities

• Build relationships and rapport with advisors by acting as their advocate, anticipating their needs, and being their consistent point of contact during the New Business and In-Force processes.

• Ensure New Business and In-Force applications move through the various stages accurately and within service standards.

• Proactively order medical evidence and review all incoming applications and attachments for correctness and completeness to ensure prompt processing, reduce the risk of mismatched mail, and ensure contracts are issued without errors.

• Promptly work with advisors or related head office departments to correct identified errors in applications or processes.

• Take ownership of assigned files while effectively prioritizing work based on urgency. Influence internal clients to meet pre-established service standards.

• Maintain up-to-date and comprehensive case notes summarizing actions taken and inquiries received.

• Promptly identify and escalate complex service issues or complaints for immediate attention and resolution.

Required Qualifications

• Negotiation and problem-solving skills.

• Ability to obtain or provide information with tact, diplomacy, or persuasion when dealing with angry, frustrated, or uncooperative clients.

• Proven customer service experience with the ability to communicate effectively and professionally with all levels of management.

• Proven ability to be a great teammate with strong interpersonal skills.

• Adaptable and able to deal with ongoing change management.

• Ability to identify when exceptions are required and to appropriately escalate to provide superior customer service.

• Ability to research, identify a problem, and provide input to finding a solution.

• Exceptional organizational skills.

• Attention to detail.

• Bilingual (French & English) is required — the successful candidate will communicate in English and French to support clients from various jurisdictions outside of Quebec.

Preferred Qualifications

• Knowledge of individual insurance, insurance terminology, and products is an asset.

• University degree, college diploma, or equivalent working experience.

• 2–3 years in the financial services industry; MGA, dealer, or broker environments are beneficial.

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-WAM

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 the Manulife site.

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 recruitment at the Manulife email address.

Referenced Salary Location: Montreal, Quebec

Working Arrangement: Hybrid

Salary range is expected to be between $44,775.00 CAD - $74,625.00 CAD. If you are applying for this role outside of the primary location, please contact recruitment at Manulife for the salary range for your location. 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. Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.

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 and financial education resources. Our 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 applying for this role in the U.S., please contact recruitment for U.S.-specific paid time off provisions.