Elite Inforce Case Coordinator

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

Benefits offered by this job

Hybrid work arrangement

Incentive programs

Comprehensive benefits

Job summary

Manulife/John Hancock is seeking an Elite Case Coordinator within the Individual Insurance team in Canada. The role focuses on pro-active support to Corporate, National Account and Independent Advisor offices, ensuring life insurance applications move through the process efficiently.

You will build strong relationships with assigned branches, follow up on pending cases, and communicate proactively to keep clients informed of key details, priorities and timelines.

Qualifications

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

Responsibilities

• Build relationships with assigned branches as the primary contact during the policy lifecycle.
• Pro-actively follow-up on all pending cases to ensure service standards are met.
• Outreach via calls or emails to inform clients of important details and timelines.
• Own assigned files, understand urgency and help resolve blockers to move cases forward.

Skills

Customer service

Communication

Interpersonal skills

Team player

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. #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].

Salary & Working Arrangement

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. If you are applying for this role outside of the primary location, please contact [e-mail] for the salary range for your location.

Benefits

• 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'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