Manulife

Insurance Inforce Case Coordinator

Manulife

full-time

Posted on:

Location Type: Hybrid

Location: Waterloo • Canada

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Salary

💰 CA$51,975 - CA$86,625 per year

About the role

  • Acknowledge, manage, and respond to Inforce Insurance inquiries on all product lines via dedicated e-mail ID’s and toll-free number within established service standards
  • Create an outstanding service experience with the goal of prioritizing and handling their inquiry
  • Develop meaningful relationships with our distributors by making it easier, faster and better to do business with Manulife
  • Educate and promote Manulife’s tools, resources, digital and self-serve opportunities with distributors
  • Effectively communicate and collaborate with internal teams to facilitate complex processes and case resolution across multiple areas, ensuring timely execution of all requests, while keeping your contacts continually informed
  • Resolve any problems or bottlenecks that occur with an inquiry by taking full accountability from start to finish and only closing the case once satisfactory resolution has been achieved
  • Consistently maintain high performance targets while demonstrating the highest level of professionalism and empathy
  • Support peers by sharing knowledge and work across the team to balance volume and service levels
  • Proactive and forward thinking to make recommendations for change, reduce waste and improve the overall distributor experience
  • Identify process enhancements and raise concerns from distributors to ensure we are focused on opportunities that make doing business easier and more valuable for our distributors
  • Assess business, compliance and reputation risk and take appropriate action

Requirements

  • Typically, post-secondary education or equivalent work experience
  • Typically have 2+ years progressive customer service skills
  • Sound insurance knowledge across all Insurance product lines including legacy products is an asset
Benefits
  • Health insurance
  • Dental insurance
  • Mental health benefits
  • Vision insurance
  • Short- and long-term disability coverage
  • Life and AD&D insurance coverage
  • Adoption/surrogacy benefits
  • Employee/family assistance plans
  • Retirement savings plans (including pension)
  • Global share ownership plan with employer matching contributions
  • Financial education and counseling resources
  • Paid time off for holidays, vacation, personal, and sick days
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer serviceinsurance knowledgecase resolutionprocess enhancementsrisk assessment
Soft Skills
communicationcollaborationproblem-solvingprofessionalismempathyproactive thinkingrelationship buildingknowledge sharing