Insurance Case Coordinator

Manulife Wealth Insurance Services Inc (MWISI) currently has a position available for an Insurance Case Coordinator. While supporting Manulife and other insurance carriers, this position is responsible for the coordination of business received from both MSII and 3rd party Independent Advisors.

Scope (Dimensions & Organizational Impact):

This position is the MGA “Back Office” for MWISI and 3rd party Independent Advisors. It will serve as the central channel for advisors to submit their New Business and In-Force Insurance business for any of the insurance carriers supported by MWISI. This position greatly impacts advisor retention as well as advisor sales. It will be a key influencer as to the level of business growth that each advisor places through the MSII.

Key Accountabilities:

• Build relationships and rapport with advisors by being their advocate, anticipating their needs and being their consistent point of contact during the New Business and In-Force processes.
• Ensure New Business and In-Force applications move through the various stages accurately and within service standards.
• Proactively order medical evidence and review all incoming applications and attachments for correct and complete information to ensure prompt processing, reduce the risk of mismatched mail, and to ensure contracts are being issued without errors.
• Promptly work with advisors or related head office departments to correct identified errors in applications or processes.
• Assume ownership of files assigned while effectively prioritizing the work based on urgencies. Influence internal clients to meet pre-established service standards.
• Maintain up to date and comprehensive case notes summarizing actions taken and inquiries received.
• Promptly escalate any complex service issues or complaints for immediate attention and resolution.

Qualifications:

• Negotiation and problem-solving skills.
• Excellent written and verbal communication skills, using clear language and the ability to ask probing questions.
• Ability to obtain or give information in situations which require tact, diplomacy, or persuasion while dealing with angry, frustrated or uncooperative clients.
• Proven customer service experience, with the ability to communicate effectively and professionally with all levels of management.
• Proven ability to be a team player with strong interpersonal skills.
• Adaptable and able to deal with ongoing change management.
• Ability to identify when exceptions are required and to appropriately escalate in order to provide superior customer service.
• Ability to research, identify a problem and provide input to finding a solution.
• Exceptional organizational skills.
• Knowledge of individual insurance, insurance terminology and products are an asset.
• University Degree, College Diploma or equivalent working experience.
• 2 – 3 years in Financial Services industry, preferable MGA, Dealer or broker environments are also beneficial.

What can we offer you?

• A competitive salary and benefits packages.
• A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.
• A focus on growing your career path with us.
• Flexible work policies and strong work-life balance.
• Professional development and leadership opportunities.

Our commitment to you:

• Values-first culture.
• Boundless opportunity.
• Continuous innovation.
• Delivering the promise of Diversity, Equity and Inclusion.

About Manulife and John Hancock:

Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Asia, Canada, and Europe, and primarily as John Hancock in the United States. We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups and institutions.

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.

The annual base salary for this role is listed below:

40,800.00 CAD - $68,000.00 CAD

If you are applying for this role outside of the primary location, please contact 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.