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, qualified, 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

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.

The role being advertised is an existing vacancy.

マニュライフとジョン・ハンコックについて

マニュライフ・ファイナンシャル・コーポレーションは、「あなたの未来に、わかりやすさを」を提供する、国際的な大手金融サービスプロバイダーです。当社について詳しくは、 lをご覧ください。

マニュライフは機会均等を是とする雇用主です





マニュライフ/ジョン・ハンコックでは、多様性を受け入れます。私たちは、サービス提供先であるお客さまと同様に、多様な人材を引きつけ、育成し、定着させ、文化や個人の力を受け入れる包括的な職場環境を促進するよう努めています。当社は公正な採用、定着、昇進、報酬に努めています。当社のすべての慣行およびプログラムは、人種、祖先、出身地、肌の色、民族的出自、市民権、宗教または宗教的信念、信条、性別（妊娠および妊娠関連の状態を含む）、性的指向、遺伝的特徴、退役軍人としての地位、性自認、性に関する表明、年齢、婚姻状況、家族状況、障害、または適用法で保護されるその他の要因に対する一切の差別を行うことなく管理されます。

雇用への平等なアクセスを提供するために、障壁を取り除くことが当社の優先事項です。人事担当者は、応募者が応募プロセス中に合理的配慮を要求する場合に協力します。配慮要求のプロセス中に共有されるすべての情報は、適用される法律およびマニュライフ/ジョン・ハンコックのポリシーに準拠した方法で保存および使用されます。申請プロセスにおいて合理的配慮を要求するには、[email protected]までご連絡をお願いします。

Referenced Salary Location

CAN, Ontario, Waterloo, 500 King Street North

Working Arrangement

ハイブリッド勤務

Salary range is expected to be between

$51,975.00 CAD - $86,625.00 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 benefits, 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.

📌 Stagiaire Coordinateur Digital Asset Management (H/F) (Ontario)
🏢 Manulife Financial
📍 Ontario