Responsibilities
- Deliver exceptional support by handling a wide range of service requests from plan administrators, members, advisors, third-party administrators, and regional group offices (RGO) regarding health and dental benefits, administration, and billing—across multiple channels including phone, email, fax, and mail.
- Prioritize effectively by identifying and acting on urgent matters promptly, even when urgency is not explicitly stated.
- Collaborate and resolve issues independently by working with internal group insurance teams; escalate concerns to regional offices or pricing consultants when necessary, ensuring transparency and timely communication.
- Ensure compliance by following the Canadian Division’s established complaint handling process for issues that meet program criteria.
Requirements
- Exceptional customer service skills – actively listen, empathize, and respond professionally to client concerns.
- Bilingual (French/English): The successful candidate will be required to communicate in English and French in order to support clients from various jurisdictions outside of Quebec.
- Strong problem-solving ability – identify root causes and implement effective solutions.
- Multitasking and research skills – manage multiple priorities, analyze complex issues, and present findings clearly.
- Organizational strength – prioritize and coordinate activities across departments.
- Sound judgment – make quick, informed decisions and escalate issues when necessary.
- Team-oriented mindset – collaborate effectively in a structured, fast-paced environment.
- Adaptability – 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.
Benefits
- Employees have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.
- 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.
- Eligible employees various retirement savings plans (including pension and a global share ownership plan with employer matching contributions) and financial education and counseling resources.
- Generous paid time off program in Canada includes holidays, vacation, personal, and sick days, and the full range of statutory leaves of absence.
Additional Information
- Bilingual (French/English) required to support clients from various jurisdictions outside of Quebec.
- Remote working arrangement.
- Salary range is expected to be between $42,825.00 CAD - $71,375.00 CAD.
- If applying outside of the primary location, contact recruitment@manulife.com for the salary range for your location.
- Actual salary varies depending on local market conditions, geography, and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training.
- U.S. applicants should contact recruitment@manulife.com for U.S.-specific paid time off provisions.
