Bilingual policy specialist

Société Financière Manuvie; Montreal (administrative region); Hybrid; CAD 46,000 - 77,000; Full time

Job summary

Manulife is hiring for a bilingual customer service role based in Canada, offering a hybrid work arrangement and home-based opportunities depending on performance. The position supports clients across jurisdictions outside Quebec and involves handling inforce insurance inquiries, billing and policy changes with a focus on customer satisfaction.

Requirements include excellent communication skills, prior service experience, and fluency in English and French.

Qualifications

• Excellent verbal and written communication skills.
• Previous experience in the customer service industry.
• Fully bilingual (French/English): able to support clients from various jurisdictions outside of 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 and/or alternatives.
• Manage and respond to Inforce Insurance inquiries with policy research and account reviews.
• Facilitate billing and payment-related transactions including banking updates, premium changes, PAD changes, and deposit applications.
• Process disbursement transactions such as policy surrenders, withdrawals, loans, and policy payouts.
• Manage policy change transactions including name changes, coverage adjustments, and other maintenance requests.
• Meet personal/team qualitative and efficiency targets.

Skills

Excellent verbal and written comms

Customer service experience

Bilingual English/French

Education

CEGEP/post-secondary education or equivalent

Job description

Are you looking for unlimited opportunities to develop and succeed?

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!

At Manulife, we’re fostering a working environment where all our employees feel accepted, valued and included. We believe that strength lies in embracing our differences and that diversity plays a key role in driving innovation and growth within our company.

As we create high-performing teams and culture across our organization, having a diverse and inclusive workplace where everyone is comfortable bringing their whole selves to work is an essential part of Manulife.

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;
• Manage and respond to Inforce Insurance inquiries while conducting detailed policy research and historical account reviews;
• Facilitate billing and payment-related transactions, including banking updates, premium mode changes, pre-authorized debit (PAD) changes, deposit applications, and other payment requests;
• Process disbursement transactions, such as policy surrenders, withdrawals, loans, fund transfers, and other policy payouts;
• Manage policy change transactions, including name changes, face amount decreases, coverage deletions, cost of insurance changes, and other policy maintenance requests;
• Meet personal/team qualitative and efficiency targets.

Required Qualifications:

• Excellent verbal and written communication skills;
• Previous experience in the customer service industry;
• Fully bilingual (French/English): 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:

• Keen attention to details and analytical abilities;
• Proficient computer and keyboarding skills;
• CEGEP/post-secondary education or equivalent work experience required;
• High aptitude to learn and apply information quickly;
• Strong interpersonal skills;
• Capability to work efficiently in a quick-paced, ever-changing environment in a professional manner;
• Customer centric: going above and beyond/proactive.

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-HYBRID

The role being advertised is an existing vacancy.

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

CAN, Quebec, Montreal, 900 Boulevard de Maisonneuve Ouest

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 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.

We use data and analytics technologies, such as artificial intelligence (AI), and automated processing tools, to analyze and process the information you provide to us or third parties in the application process. For more information, please refer to our personal information collection statement.