Bilingual Annuity Service Specialist

🔥 2 hours ago

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Manulife

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1887

💸 Finance

⚕️ Healthcare Insurance

💰 $1.2G Post-IPO Debt on 2023-03

Finance • Insurance • Healthcare 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

• Provide support and process requests related to Manulife annuity products, associated systems (VAPS/APV), the Verification of Annuitant (VOA) Program, and the Client Confirmation Program (CCP). • Conduct searches for missing clients, liaising with family members, when necessary, to ensure timely payment delivery or death claim processing. • Respond to inquiries from 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 in a timely manner. • 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 gaps in knowledge databases and recommend updates to documentation and procedures. • Support call centre and service partner teams by providing first-call resolution (FCR) 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 & English) is required. • Strong understanding of Annuity and/or Structured Settlement products (asset). • Experience with Annuity payments systems - VAPS and/or APV (asset). • Strong organizational skills with the ability to prioritize in a high-volume environment and meet strict timelines. • Demonstrated investigative, analytical, and problem-solving abilities. • Flexibility and sound judgment in a dynamic environment. • Strong collaborative skills and the 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

• 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 including holidays, vacation, personal, and sick days, • full range of statutory leaves of absence