Bilingual Annuity Service Specialist

🕒 August 4

🇨🇦 Canada – Remote

💵 $52.6k - $87.8k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💬 Bilingual

👻 Ghost score 16%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Manulife

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1887

🏥 Healthcare

💸 Finance

🛡️ Insurance

💰 $1.2G Post-IPO Debt on 2023-03

Healthcare • Finance • Insurance

Manulife is a leading international financial services group based in Canada, offering a range of insurance and wealth management products to customers across North America, Asia, and Europe. The company is dedicated to helping people with their financial and healthcare needs through innovative solutions in insurance, investment, and retirement planning. Manulife is notable for its commitment to sustainability, diversity, equity, and inclusion. It has been recognized as one of Canada’s Top 100 Employers, demonstrating its dedication to creating a supportive and diverse workplace. With operations spanning numerous countries, Manulife is committed to delivering strong financial performance and customer satisfaction.

📋 Description

• Serve as a primary point of contact for Annuitants, Advisors, and internal business partners • Act as a subject matter expert in the administration of Manulife’s Annuity products • Execute complex transactions within Annuity record-keeping systems • Process customer-directed changes and handle escalated cases • Maintain current knowledge of changes and upcoming initiatives affecting business processes • Support adoption of new and updated industry and product standards • Investigate and resolve escalated inquiries • Analyze issues and provide recommendations • Support initiatives that enhance operational effectiveness and service quality • Complete responsibilities within established service level agreements (SLAs) • Support requests related to Manulife annuity products, VAPS/APV, the Verification of Annuitant Program, and the Client Confirmation Program • Search for missing clients and liaise with family members when necessary to ensure timely payment delivery or death claim processing • Respond to internal business partners, clients, and advisors via email, phone, or fax • Assign cases to appropriate queues and specialist teams • Update back-office systems accurately and promptly • Conduct periodic system requirement reviews and support system updates through hands-on user testing • Contribute to departmental projects and special initiatives • Meet accuracy, quality, and service excellence expectations • Identify knowledge database gaps and recommend documentation and procedure updates • Support call centre and service partner teams by providing first-call resolution wherever possible

🎯 Requirements

• Proven ability to deliver high-quality, phone-based customer service to clients and advisors • Previous administrative experience within a retail investments or operational environment • Bilingual French and English is required • Ability to communicate in English and French to support clients from various jurisdictions outside of Quebec • Strong understanding of Annuity and/or Structured Settlement products (asset) • Experience with Annuity payment systems—VAPS and/or APV (asset) • Strong organizational skills and ability to prioritize in a high-volume environment and meet strict timelines • Demonstrated investigative, analytical, and problem-solving abilities • Ability to manage multiple and competing deadlines across operational initiatives • Flexibility and sound judgment in a dynamic environment • Strong collaborative skills and ability to build effective cross-department relationships • High attention to detail and accuracy • Ability to work effectively as part of a team • Flexibility to work overtime based on business needs

🏖️ Benefits

• Flexible environment supporting well-being and inclusion • Health insurance • Dental insurance • Mental health benefits • Vision insurance • Short- and long-term disability insurance • Life and AD&D insurance • Adoption/surrogacy benefits • Wellness benefits • Employee/family assistance plans • Retirement savings plans • Pension • Global share ownership plan with employer matching contributions • Financial education and counseling resources • Paid holidays, vacation, personal, and sick days • Statutory leaves of absence • Incentive compensation tied to business and individual performance