Manulife’s Customer Experience Investigation Services department, an industry leader in fraud prevention, is looking for a dynamic individual to join its team. This department is dedicated to preventing, detecting and investigating incidences of fraud and abuse against its benefit plans.
The Senior Investigation Analyst, Investigation Services is responsible for applying Group Benefits knowledge, attention to detail, problem solving abilities, customer service, investigation and data analysis skills to identify, investigate and prevent fraud and abuse. Additionally, this role will support the Manager with projects and initiatives.
Position Responsibilities:
Perform risk-based data profiling and analysis to identify trends and outliers in various categories for further review and investigation
Lead and support audit programs; coordinating, assessing, and making decisions on investigations
Take initiative and lead investigations to successful conclusions including the preparation of criminal and regulatory complaints
Conduct interviews with plan members, providers of service and others
Create written audits and other correspondence to plan members, providers of service and others
Engages, interacts and consults with various internal contacts such as Customer Service, Legal, Client Relations, Medical Consultants, Regional Group Office and external stakeholders such as Health Practitioner Regulatory Bodies, Colleges and Associations, and Plan Sponsors
Lead, support and implement key investigative projects
Comfortable delivering effective presentations to new and existing clients
Travel is required for this role, including the ability to work outside of core working hours
Required Qualifications:
University degree or equivalent work experience
Preferred Qualifications:
Knowledge of Group Benefits
Knowledge of the Canadian healthcare environment, service delivery model and regulation
CFE designation is an asset
Knowledge of fraud and abuse risk, and techniques to manage risk
Strong research, problem solving and decision-making skills
Ability to manage contentious interactions with various stakeholders
Excellent oral communication (both phone and face to face) and written communication skills
Intermediate data analysis skills with expertise using Excel and other data mining software
Demonstrate investigation skills with attention to detail
Ability to be creative, critical and aggressive in managing audit and investigative activities
Organizational skills and the ability to manage multiple conflicting 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.
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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 recruitment@manulife.com.
Referenced Salary Location
Montreal, QuebecWorking Arrangement
Salary range is expected to be between
$45,900.00 CAD - $76,500.00 CADIf you are applying for this role outside of the primary location, please contact recruitment@manulife.com 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. Employees also 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. 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 recruitment@manulife.com for more information about U.S.-specific paid time off provisions.