Bilingual Insurance Case Coordinator - Manulife Wealth

Manulife; Southwestern Ontario; Hybrid; CAD 44,000 - 75,000; Full time

Job summary

A financial services company in Southwestern Ontario is seeking a Bilingual Insurance Case Coordinator to support insurance carriers and coordinate business from advisors. This role involves relationship building, managing applications, and resolving inquiries. Ideal candidates will have strong problem-solving skills and be fluent in both French and English.

Benefits

Customizable benefits including health and dental

Generous paid time off program

Retirement savings plans

Qualifications

• Ability to communicate effectively and professionally with management.
• Experience in handling customer inquiries and complaints.
• Ability to identify and escalate issues for resolution.

Responsibilities

• Build relationships and rapport with advisors.
• Ensure accuracy in New Business and In-Force applications.
• Promptly resolve service issues or complaints.

Skills

Negotiation and problem-solving skills

Customer service experience

Bilingual (French & English)

Interpersonal skills

Organizational skills

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. While supporting Manulife and other insurance carriers, this position is responsible for the coordination of business received from both MSII and 3rd party Independent Advisors. This position is the MGA “Back Office” for MWISI and 3rd party Independent Advisors. It will serve as the central channel for advisors to submit their New Business and In-Force Insurance business for any of the insurance carriers supported by MWISI. This position greatly impacts advisor retention as well as advisor sales. It will be a key influencer as to the level of business growth that each advisor places through the MWISI.

Position Responsibilities

• Build relationships and rapport with advisors by being 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 correct and complete information to ensure prompt processing, reduce the risk of mismatched mail, and to ensure contracts are being issued without errors.
• Promptly working with advisors or related head office departments to correct identified errors in applications or processes.
• Assume ownership of files assigned while effectively prioritizing the work based on urgencies. Influence internal clients to meet pre-established service standards
• Maintain up to date and comprehensive case notes summarizing actions taken and inquiries received.
• Promptly call out any complex service issues or complaints for immediate attention and resolution.

Required Qualifications

• Negotiation and problem-solving skills
• Ability to obtain or give information in situations which require tact, diplomacy, or persuasion while 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 in order 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 be required to communicate in English and French in order to support clients from various jurisdictions outside of Quebec

Preferred Qualifications

• Knowledge of individual insurance, insurance terminology and products are an asset
• University Degree, College Diploma or equivalent working experience
• 2 – 3 years in Financial Services industry, preferable MGA, Dealer or broker environments are also 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 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

$44,775.00 CAD - $74,625.00 CAD

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