Position Responsibilities Build relationships and rapport with advisors by being their advocate, anticipating their needs and being their consistent point of contact during the New Business and In-Force processes.
Ensure New Business and In-Force applications move through the various stages accurately and within service standards.
Proactively order medical evidence and review all incoming applications and attachments for correct and complete information to ensure prompt processing, reduce the risk of mismatched mail, and to ensure contracts are being issued without errors.
Promptly work with advisors or related head office departments to correct identified errors in applications or processes.
Assume ownership of files assigned while effectively prioritizing the work based on urgencies.
Influence internal clients to meet pre-established service standards.
Maintain up to date and comprehensive case notes summarizing actions taken and inquiries received.
Promptly address complex service issues or complaints for immediate attention and resolution.
WealthServ Task Management: Check and prioritize WealthServ tasks daily; Follow up with relevant departments and update tasks; Close tasks once completed.
New Business Application Processing: Review and update policy information on WealthServ and carrier websites; Verify and order underwriting (U/W) requirements as needed; Communicate with advisors and carriers regarding application status; Create and follow up on New Business tasks.
Email Handling and Coordination: Manage shared mailbox and prevent duplicate requests; Verify policy status and process requests with carriers; Communicate updates to advisors and create relevant tasks on WealthServ; Ensure accurate documentation of email communications for productivity tracking.
Contract Management: Process incoming contracts and verify policy details; Create and save cover memos; Communicate contract delivery and update tasks on WealthServ.
Policy Updates and Requests: Process address changes, surrender requests, and ownership changes; Update policy details and create tasks on WealthServ.
Medical and Underwriting Requirements: Order necessary medical requirements based on carrier guidelines; Update status and communicate with advisors regarding medical appointments.
AOR (Agent of Record) Requests: Verify and process AOR requests, ensuring advisor codes are accurate; Communicate with carriers and advisors regarding AOR processing.
Data Entry and Policy Creation: Enter premium amounts and create policy entries on WealthServ; Prevent duplicate entries and ensure accuracy in policy documentation.
Service Level Agreement (SLA) Monitoring: Track and adhere to SLAs for processing times for AORs, U/W decisions, contracts, deliveries, and application reflections on WealthServ.
Conversions and Additional Tasks: Manage cheque processing and conversion tasks as required.




Required Qualifications University Degree, College Diploma or equivalent working experience preferred 2 – 3 years in Financial Services industry, preferable MGA, Dealer or broker environments.
Negotiation and problem-solving skills.
Excellent written and verbal communication skills, using clear language and the ability to ask probing questions.
Ability to obtain or give information in situations which require tact, diplomacy, or persuasion.
Proven customer service experience, with the ability to communicate effectively and professionally with all levels of management.
Proven ability to be a team player with strong interpersonal skills.
Adaptable and able to deal with ongoing change management.
Ability to identify when exceptions are required and to appropriately escalation in order to provide superior customer service.
Ability to research, identify a problem and provide input to finding a solution.
Exceptional organizational skills.
Attention to detail.
Knowledge of individual insurance, insurance terminology and products are an asset.
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 versatile 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.
About Manulife and John Hancock Manulife and John Hancock Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html.
Manulife is an Equal Opportunity Employer At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.



It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies.
Salary and Working Arrangement Location: Toronto, Ontario
Working Arrangement: Hybrid
Salary range is expected to be between $48,450.00 CAD - $80,750.00 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. For any other location, salary range will be provided on request.
The role being advertised is an existing vacancy.
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) and financial education and counseling resources
generous paid time off program in Canada includes holidays, vacation, personal, and sick days, and the full range of statutory leaves of absence
Company Statements 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.
We're Manulife. And we’re on a mission to make decisions easier and lives better. Better is what drives us. It’s what inspires us to find new ways to support customers and colleagues in living longer and healthier lives. It’s the reason we’re dedicated to investing in digital innovation and accelerating a sustainable and economically inclusive future. Joining us means you’ll be empowered to learn and grow your career. We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words. And as part of our global team, you’ll help shape the future you want to see – and discover that better can take you anywhere you want to go. We’re proud of our accomplishments and recognitions. Recent awards include:
Awards 2024 Gallup Exceptional Workplace Award Winner
Manulife Named one of Forbes World’s Best Employers 2023 Best Companies to Work for in Asia 2023
We’ve been recognized as one of Canada’s Top 100 Employers (2024)
Manulife included in Bloomberg’s 2023 Gender-Equality Index

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📌 Insurance Case Coordinator - Manulife Wealth (Ontario)
🏢 Manulife Insurance Malaysia
📍 Ontario