Bilingual Policy Specialist

Manulife/John Hancock; Montreal (administrative region); Hybrid; CAD 46,000 - 77,000; Full time

Benefits offered by this job

Health benefits

Retirement plans

Paid time off

Job summary

Manulife/John Hancock in Montreal, Canada, is seeking a customer service professional to support clients with Inforce Insurance inquiries and policy changes. The role requires bilingual English/French communication across jurisdictions outside of Quebec, with a hybrid work arrangement and a competitive salary range.

You will handle sensitive issues, resolve inquiries, and perform detailed policy research, billing, and disbursement tasks.

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 to support clients from various jurisdictions outside of Quebec.

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

Skills

Verbal communication

Written communication

Customer service experience

Bilingual French English

Education

CEGEP/post-secondary education

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.

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.

Benefits and Perks

• 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.

We're Manulife. And we’re on a mission to make decisions easier and lives better. Better is what drives us. It’s what inspires us to find new ways to support customers and colleagues in living longer and healthier lives. It’s the reason we’re dedicated to investing in digital innovation and industry-leading AI, and accelerating a sustainable and economically inclusive future. Joining us means you’ll be empowered to learn and grow your career. We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words. And as part of our global team, you’ll help shape the future you want to see – and discover that better can take you anywhere you want to go. We’re proud of our accomplishments and recognition. Recent awards include: 2026 Gallup Exceptional Workplace Award Winner Manulife Named one of Forbes World’s Best Employers 2025 Financial Times World’s Best Employers Asia-Pacific 2026 We’ve been recognized as one of Canada’s Top 100 Employers 2026 #1 Life Insurer for AI Maturity by Evident 2026 To receive our latest job opportunities directly to your inbox, create an account or sign in and navigate to the ‘Job Alerts’ section located in the top right corner of the page. From there, you can sign up to receive job alerts. Our ambition is to be the number one choice for customers. Learn more at https://www.manulife.com/.