Elite Inforce Case Coordinator

Manulife John Hancock; Southwestern Ontario; Hybrid; CAD 52,000 - 87,000; Full time

Job summary

Manulife John Hancock in Ontario, Canada, is hiring an Elite Case Coordinator to provide proactive support to Corporate, National, and Independent Advisor offices. The role liaises with internal teams to ensure timely processing of life insurance applications.

Key responsibilities include maintaining relationships with branches, following up on pending cases, and communicating updates to clients to ensure high service standards. Hybrid working arrangement offered.

Qualifications

• Excellent communication skills, both oral and written.
• Proven customer service experience with ability to interact with all levels of management.
• Strong interpersonal and teamwork abilities.

Responsibilities

• Act as a consistent point of contact for assigned branches.
• Proactively follow up on pending cases to ensure service standards.
• Coordinate with internal departments to process life insurance applications.
• Provide updates via calls and emails to keep clients informed.

Skills

Excellent communication skills

Customer service experience

Team player

Bilingual English/French (asset)

Job description

Manulife's Insurance business unit is a leading provider of investment and insurance solutions that meet the diverse financial needs of Canadian families. In collaboration with independent Financial Advisors across the country, we offer a suite of innovative wealth and protection solutions, including: segregated funds, mutual funds, annuities, guaranteed interest contracts, individual life insurance and one of the most comprehensive living benefit portfolios in the industry which includes critical illness, long-term care and disability products.

Manulife's Individual Insurance team currently has an opportunity for an Elite Case Coordinator.

The primary responsibility is to provide pro-active support to our Corporate Account, National Account and Independent Advisor offices, as well to liaison with internal departments to ensure new life insurance applications are processed in a timely and efficient manner.

Position Responsibilities

• Build one-to-one relationships with their assigned branches by being a consistent point of contact for them during the life of the policy;
• Pro-actively follow-up on all pending cases to ensure service standards are being met;
• Anticipate the needs of their customers and perform outbound calls, e-mails or any notifications to keep them informed of the details that are important to them;
• Assume ownership of the files assigned, understand any urgency and assist to solve the problems that may prevent a file from moving through the process as quickly as possible.

Required Qualifications

• Exhibit excellent communication skills, both oral and written, and demonstrate proven customer service experience with the ability to interact effectively and professionally with all levels of management. Be a team player with strong interpersonal skills.

Preferred Qualifications

• Must be adaptable and capable of handling ongoing change management. Possess the ability to research, identify problems, and contribute to finding solutions, including recognizing when to elevate exceptions to provide superior service.
• Demonstrate the ability to influence, convince, direct, and persuade others effectively.
• Show exceptional organizational skills and attention to detail.
• Knowledge of individual life insurance terminology and products is considered an asset.
• Bilingualism (English and French) is an asset. If the successful candidate is in Québec, proficiency in both languages will be required to support clients from various provinces outside of Quebec.

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.

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, Ontario, Waterloo, 500 King Street North

Working Arrangement

Hybrid

Salary range is expected to be between

$51,975.00 CAD - $86,625.00 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.