Bilingual Insurance Case Coordinator - Manulife Wealth

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

Job summary

A leading financial services provider in Ontario seeks a Bilingual Insurance Case Coordinator to support advisors and process insurance applications. The role requires strong negotiation, organizational, and bilingual skills (French & English). Responsibilities include maintaining relationships with advisors and ensuring prompt processing of applications. Competitive salary and a hybrid working model are offered.

Benefits

Customizable health and dental benefits

Retirement savings plans

Generous paid time off program

Qualifications

• Proven customer service experience with effective communication.
• Ability to research and identify problems.
• Adaptable and able to deal with ongoing change.

Responsibilities

• Build relationships and rapport with advisors.
• Ensure New Business applications move through stages accurately.
• Proactively order medical evidence and review applications.

Skills

Negotiation and problem-solving skills

Bilingual (French & English)

Exceptional organizational skills

Attention to detail

Education

University Degree or College Diploma

Job description

Position

Bilingual Insurance Case Coordinator at Manulife Wealth Insurance Services Inc (MWISI). This role supports Manulife and other insurance carriers and coordinates business from both MSII and 3rd party Independent Advisors.

This position is the MGA “Back Office” for MWISI and 3rd party Independent Advisors. It serves as the central channel for advisors to submit New Business and In-Force Insurance business for the insurance carriers supported by MWISI. It impacts advisor retention and advisor sales, and influences the level of business growth that each advisor places through MWISI.

Position Responsibilities

• Build relationships and rapport with advisors by being their advocate, anticipating their needs, and serving as 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 ensure contracts are issued without errors.
• Promptly work 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 share 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 escalate appropriately to provide superior customer service
• Ability to research and identify problems and provide input to finding solutions
• Exceptional organizational skills
• Attention to detail
• Bilingual (French & English) required – must 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 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 https://www.manulife.com/en/about/our-story.html.

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.