Inforce Policy Specialist

Manulife is a leading international financial services provider, helping people make decisions easier and lives better. Help shape the future you want to see — and discover that better can take you anywhere you want to go.

Reporting to the Supervisor/Manager in Policy Owner Services, or Manager in Affinity Markets, this position is primarily responsible for processing transactions that vary in level of complexity. There is a need to work on multiple administration systems with various products and work types; all with varying complexity.

Position Responsibilities:

• Handle sensitive issues in order to ensure customer satisfaction.

• Provide detailed oral and written communication to business areas regarding inquiry resolutions.

• Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives.

• Meet personal/team qualitative and efficient targets.

• Develop and maintain a comprehensive understanding of various products within Affinity Operations to effectively address customer inquiries and support policy changes.

• Facilitate changes in payment mode, banking details, and pre-authorized checking​

• Process wires, write-offs, refund, suspense clearing, premium offset and chargeback​

Required Qualifications:

• CEGEP/post-secondary education or equivalent work experience required

Preferred Qualifications:

• Excellent verbal and written communication skills;

• Keen attention to details and analytical abilities;

• Previous experience in the customer service industry;

• Proficient computer and keyboarding skills;

• High aptitude to learn and apply information quickly;

• Strong interpersonal skills;

• Capability to work efficiently in a quick-paced, ever-changing environment in a professional manner;

• Customer centric: going above and beyond/proactive

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

Toronto, OntarioHybrid

Salary range is expected to be between

$42,075.00 CAD - $70,125.00 CAD

If 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.