Bilingual Annuity Service Specialist

Manulife

Bilingual Annuity Service Specialist providing support for Manulife annuity products and clients. Acting as a point of contact for inquiries and handling complex transactions within systems.

Posted 7/21/2026full-timeRemote • 🇨🇦 CanadaMid-LevelSenior💰 CA$52,650 - CA$87,750 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in providing high-quality customer service for Annuity products, with strong organizational and analytical skills to manage inquiries and support system updates effectively. Bilingual in French and English, capable of building cross-department relationships and ensuring accuracy in a fast-paced environment.

Highest-signal resume keywords

Bilingual (French & English)Annuity Products KnowledgeVAPS/APV Systems ExperienceCustomer Service ExcellenceAnalytical Problem-Solving

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Annuity ProductsVAPSAPVCustomer ServiceAdministrative ExperienceInvestigative SkillsAnalytical SkillsProblem-SolvingSystem Requirement ReviewsUser Testing

Soft Skills

Organizational SkillsCollaborationAttention to DetailFlexibilitySound Judgment

Tools & Technologies

Back-Office SystemsKnowledge Databases

Industry Keywords

Retail InvestmentsOperational EnvironmentClient Confirmation ProgramVerification of Annuitant ProgramFirst-Call Resolution

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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