Insurance Inforce Case Coordinator

Manulife; Waterloo; Hybrid; CAD 52,000 - 87,000; Full time

Benefits offered by this job

Health benefits

Dental coverage

Mental health support

Vision care

Disability insurance

Life & AD&D insurance

Pension plan

Vacation & holidays

Wellness program

Job summary

Manulife invites you to join our team in Waterloo, Ontario, delivering exceptional service for Inforce Insurance inquiries across product lines. You will educate distributors, promote self-serve tools, and collaborate with internal teams to resolve complex requests while maintaining a high level of professionalism and empathy.

This hybrid role emphasizes strong relationship management, timely case resolution, and the ability to handle high volumes with accuracy.

Qualifications

• Typically, post-secondary education or equivalent work experience.
• Typically have 2+ years progressive customer service skills.
• Sound insurance knowledge across all Insurance product lines including legacy products is an asset.
• Excellent relationship management with internal and external customers.
• Outstanding communication and ability to articulate messages clearly.
• Influence and persuade to take corrective actions on behalf of customers.
• Collaboration across diverse groups to achieve business goals.
• Knowledge of Canadian Individual Life Insurance products and functions.
• Solution-focused with timely decision-making and analytics.
• Exceptional time management and organizational skills.
• Experience working with distributors and improving distributor experience.

Responsibilities

• Acknowledge, manage, and respond to Inforce Insurance inquiries via dedicated channels within service standards.
• Create an outstanding service experience and prioritize inquiries.
• Develop relationships with distributors to facilitate business with Manulife.
• Educate and promote Manulife tools, resources, and self-serve options with distributors.
• Collaborate with internal teams to resolve complex processes and ensure timely execution.

Skills

Customer service

Relationship management

Communication

Collaboration

Problem solving

Education

Post-secondary education or equivalent

Job description

Position Responsibilities:

• Acknowledge, manage, and respond to Inforce Insurance inquiries on all product lines via dedicated e-mail ID’s and toll-free number within established service standards.

• Create an outstanding service experience with the goal of prioritizing and handling their inquiry.

• Develop meaningful relationships with our distributors by making it easier, faster and better to do business with Manulife.

• Educate and promote Manulife’s tools, resources, digital and self-serve opportunities with distributors.

• Effectively communicate and collaborate with internal teams to facilitate complex processes and case resolution across multiple areas, ensuring timely execution of all requests, while keeping your contacts continually informed.

• Resolve any problems or bottlenecks that occur with an inquiry by taking full accountability from start to finish and only closing the case once satisfactory resolution has been achieved.

• Consistently maintain high performance targets while demonstrating the highest level of professionalism and empathy.

• Support peers by sharing knowledge and work across the team to balance volume and service levels.

• Proactive and forward thinking to make recommendations for change, reduce waste and improve the overall distributor experience.

• Identify process enhancements and raise concerns from distributors to ensure we are focused on opportunities that make doing business easier and more valuable for our distributors.

• Assess business, compliance and reputation risk and take appropriate action.

Required Qualifications:

• Typically, post-secondary education or equivalent work experience

• Typically have 2+ years progressive customer service skills

• Sound insurance knowledge across all Insurance product lines including legacy products is an asset

Preferred Qualifications:

• Excellent relationship management: Ability to build and maintain positive and solid relationships with internal and external customers.

• Outstanding Communication: Expresses ideas and shares information clearly, concisely and thoroughly, articulates messages, modifies approach and builds connections/trust.

• Influence and Persuasion: Moves others to take corrective actions on behalf of Manulife’s external customers; influences without formal authority; ability to handle and overcome objections and resistance.

• Collaboration: Fosters productive working relationships across diverse groups to produce superior solutions; builds beneficial networks to achieve collective business goals; ability to work effectively with various stakeholders throughout Canadian Insurance segment.

• Knowing the Business: Stay current on Manulife’s customer strategies; working knowledge of Canadian Individual Life Insurance various products and functions.

• Solution Focused: Owns problems through to resolution; demonstrates the ability to make sound and timely decisions, applies analytic/systematic reasoning to positively impact results, organizational performance, and the customer experience.

• Exceptional Time Management and Organizational Skills: Ability to manage high volumes of cases within aggressive deadlines by balancing new and existing cases and shifting priorities.

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, 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 and Perks

• 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.