Bilingual Member Administrator, Group Benefits

Manulife; Southwestern Ontario; Hybrid; CAD 40,000 - 68,000; Full time

Job summary

A leading financial services provider is seeking a Bilingual Member Administrator to deliver exceptional service to Group Benefits clients. You will manage eligibility processes and support plan member inquiries, ensuring a seamless customer experience. This role requires 3+ years in customer service, proficiency in Microsoft Office, and bilingualism in French and English. The position offers a hybrid working arrangement with a competitive salary range of $40,425 - $67,375 CAD.

Benefits

Health insurance

Dental insurance

Mental health support

Retirement savings plans

Qualifications

• Minimum 3 years of experience in customer service or benefits administration.
• Bilingual in French and English to support diverse clients.
• Proficient with Microsoft Office applications.

Responsibilities

• Manage day-to-day eligibility administration for benefits.
• Resolve eligibility issues and identify root causes.
• Collaborate with teams to address client requests.

Skills

Customer service experience

Bilingual (French & English)

Analytical skills

Problem-solving skills

Proficiency in Microsoft Office

Education

High school diploma or equivalent

Tools

Benefits administration software

Job description

Overview

As a Bilingual Member Administrator (French/English), you’ll play a key role in delivering exceptional service to our Group Benefits clients by managing eligibility processes and supporting plan member related inquiries. This role is central to ensuring a seamless customer experience and contributes directly to our mission of providing world-class benefits administration. You’ll thrive in a dynamic, fast-paced environment where innovation and continuous improvement are encouraged.

Position Responsibilities

• Manage day-to-day eligibility administration including terminations, changes, and retirements

• Process member updates and inquiries using benefits administration tools

• Investigate and resolve eligibility issues, identifying root causes and preventive solutions

• Collaborate with internal teams and call centre representatives to resolve client requests

• Ensure timely and accurate responses to client and member inquiries in both French and English

Required Qualifications

• Minimum 3 years of experience in customer service or benefits administration

• Proficiency with Microsoft Office applications and communication tools

• 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.

• Proven ability to manage multiple priorities in a fast-paced environment

• High school diploma or equivalent (post-secondary education an asset)

Preferred Qualifications

• Experience with benefits administration software and tools

• Demonstrated ability to troubleshoot and resolve complex issues

• Strong analytical and problem-solving skills

• Ability to adapt to change and drive continuous improvement

• Collaborative and approachable team player with a customer-first mindset

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.

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

Manulife/John Hancock embraces diversity and fosters an inclusive work environment. We are committed to fair recruitment, retention, advancement and compensation, and administer all practices without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex, 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 consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact [e-mail].

Salary, Location and Working Arrangement

Referenced Salary Location: Montreal, Quebec

Working Arrangement: Hybrid

Salary range is expected to be between $40,425.00 CAD - $67,375.00 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 benefits, including health, dental, mental health, vision, disability, life and AD&D insurance coverage, and retirement savings plans. 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.