Manulife Financial Corporation is looking for a Bilingual Customer Service Representative – Plan Administrator to serve as the trusted point of contact for plan administrators, members, advisors, and partners. You will deliver exceptional service, resolve complex inquiries, and ensure a seamless experience across health and dental benefits administration.
What You'll Do
- Deliver exceptional support by handling a wide range of service requests from plan administrators, members, advisors, and partners regarding health and dental benefits, administration, and billing, across multiple channels.
- Prioritize effectively by identifying and acting on urgent matters promptly.
- Collaborate with internal group insurance teams to resolve issues independently and escalate concerns when necessary, ensuring transparent communication.
- Ensure compliance by following the Canadian Division’s established complaint handling process.
What We're Looking For
- Exceptional customer service skills with the ability to actively listen, empathize, and respond professionally.
- Bilingual proficiency in French and English to support clients from various jurisdictions outside of Quebec.
- Strong problem-solving ability to identify root causes and implement effective solutions.
- Ability to multitask, research complex issues, and present findings clearly.
- Strong organizational skills to prioritize and coordinate activities across departments.
- Sound judgment to make quick, informed decisions and escalate issues appropriately.
- Team-oriented mindset to collaborate effectively in a structured, fast-paced environment.
- Adaptability to thrive under high volume and constant change.
Nice to Have
- Expert knowledge of health and dental benefits programs and policies.
- Proficiency with SAC database and related group benefits systems.
- Strong familiarity with participant portals and digital self-service tools.
- Comprehensive understanding of group insurance principles and practices.
- Cross-functional awareness of processes within other group insurance departments.
- Advanced expertise in administration and billing procedures.
Technical Stack
- SAC database
- Related group benefits systems
- Participant portals
- Digital self-service tools
Team & Environment
You will collaborate with internal group insurance teams, regional offices, and pricing consultants.
Benefits & Compensation
- Compensation range: $42,825.00 CAD - $71,375.00 CAD.
- Health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage.
- Adoption/surrogacy and wellness benefits.
- Employee/family assistance plans.
- Various retirement savings plans including pension and a global share ownership plan with employer matching contributions.
- Financial education and counseling resources.
- Generous paid time off program in Canada includes holidays, vacation, personal, and sick days.
- Full range of statutory leaves of absence.
Work Mode
This is a remote position open to candidates in Ontario, Canada.
We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on any ground protected by applicable law.
