The Inforce Case Coordinator is a member of our Case Coordination team within Relationship Management, who has passion for building lasting relationships and delivering best in class service.

Supporting select MGA, National Account Back offices and Elite Advisors bringing in 80% of our insurance revenue.

The successful candidate will be part of a dedicated team of Inforce Coordinators who are cross trained in our diverse suite of Individual Insurance products.

They will be ready to provide customized and priority service to our valued distributors between the hours of 8:00 am-6:00 pm EST.

You will bring the best of Manulife by demonstrating our values with each interaction; Own it, Get it done together, Obsess about the customer, Think big, Do the right thing and Share your humanity.

As someone who is empathetic, professional, highly organized, and tenacious, you will bridge internal processes and teams to facilitate distributor requests.

You will be required to effectively organize, prioritize, and collaborate with numerous teams to ensure we deliver efficient end to end service.

This role will deliver superior service in the Canadian segment focused on building strong relationships putting the customer at the center of everything we do.
**Position Responsibilities:**
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.
**Required Qualifications:**
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
Fully bilingual (French/English):



The successful candidate will be required to communicate in English and French in order to support clients from various jurisdictions outside of Quebec.
**Preferred Qualifications:**
Excellent relationship management: Ability to build and maintain positive and solid relationships with internal and external customers.

Outstanding Communication: Expresses ideas and shares information clearly, concisely and thoroughly, articulates messages, modifies approach and builds connections/trust.

Influence and Persuasion: Moves others to take corrective actions on behalf of Manulife’s external customers; influences without formal authority; ability to handle and overcome objections and resistance.

Collaboration: Fosters productive working relationships across diverse groups to produce superior solutions; builds beneficial networks to achieve collective business goals; ability to work effectively with various stakeholders throughout Canadian Insurance segment.

Knowing the Business: Stay current on Manulife’s customer strategies; working knowledge of Canadian Individual Life Insurance various products and functions.

Solution Focused: Owns problems through to resolution; demonstrates the ability to make sound and timely decisions, applies analytic/systematic reasoning to positively impact results, organizational performance, and the customer experience.

Exceptional Time Management and Organizational Skills: Ability to manage high volumes of cases within aggressive deadlines by balancing new and existing cases and shifting priorities.
**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.
#LI-HYBRID
The role being advertised is an existing vacancy.
**Giới thiệu về Manulife và John Hancock**
Tập đoàn Manulife Financial là nhà cung cấp dịch vụ tài chính quốc tế hàng đầu giúp mọi người quyết định dễ dàng hơn và có cuộc sống vẹn toàn hơn. Để tìm hiểu thêm về chúng tôi, hãy truy cập
https://www.manulife.com.vn/ .
**Manulife là Nhà sử dụng lao động không phân biệt đối xử**
Tại Manulife/John Hancock, chúng tôi luôn đón nhận sự đa dạng.

Chúng ta cố gắng thu hút, phát triển và duy trì lực lượng lao động đa dạng tương tự như những khách hàng mà chúng ta phục vụ, đồng thời thúc đẩy một môi trường làm việc hòa nhập, đề cao thế mạnh của từng nền văn hóa và cá nhân.

Chúng ta cam kết tuyển dụng, duy trì, thăng tiến và trả lương một cách công bằng. Đồng thời,



chúng ta quản lý tất cả các hoạt động và chương trình của mình mà không phân biệt đối xử dựa trên chủng tộc, dòng họ, xuất thân, màu da, nguồn gốc dân tộc, quyền công dân, tôn giáo hoặc tín ngưỡng tôn giáo, đức tin, giới tính (bao gồm phụ nữ mang thai và các tình trạng liên quan đến mang thai), xu hướng tính dục, đặc điểm di truyền, tình trạng cựu chiến binh, bản dạng giới, biểu hiện giới, tuổi tác, tình trạng hôn nhân, tình trạng gia đình, khuyết tật hoặc bất kỳ căn cứ nào khác được pháp luật hiện hành bảo vệ.
Ưu tiên của chúng ta là loại bỏ các rào cản để đem lại cơ hội tiếp cận việc làm bình đẳng. Đại diện Bộ phận Nhân sự sẽ làm việc với những ứng viên có yêu cầu điều chỉnh hợp lý trong quá trình ứng tuyển. Tất cả thông tin được chia sẻ trong quá trình yêu cầu điều chỉnh sẽ được lưu trữ và sử dụng tuân theo pháp luật hiện hành và chính sách của Manulife/John Hancock. Để yêu cầu điều chỉnh hợp lý trong quá trình ứng tuyển, hãy liên hệ với
[email protected] .
**Referenced Salary Location**
CAN, Quebec, Montreal, 900 Boulevard de Maisonneuve Ouest
**Working Arrangement**
Kết hợp
**Salary range is expected to be between**
$52,650.00 CAD - $87,750.00 CAD
Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.

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.

If you are applying for this role outside of the primary location, please contact
[email protected]
for the salary range for your location.

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 advantages, 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
[email protected]
for more information about U.S.-specific paid time off provisions.

We use data and analytics technologies, such as artificial intelligence (AI), and automated processing tools, to analyze and process the information you provide to us or third parties in the application process.

For more information, please refer to our personal information collection statement (https://careers.manulife.com/global/en/talentacquisitionprivacystatement) .

📌 Bilingual Insurance Inforce Case Coordinator (Halifax Regional Municipality)
🏢 Manulife
📍 Halifax Regional Municipality