Are you looking for unlimited opportunities to develop and succeed? Here at Manulife, we are a leading Canada-based financial services group, that is helping people achieve their dreams and aspirations, by putting customers’ needs first and providing them with the right solutions. When joining Manulife, you’re starting an exciting journey that can take your career anywhere you want it to go. Collaborating with great colleagues in an inclusive and supportive environment, you’ll take on new challenges and make a difference. If you are looking for unlimited opportunities to develop and success, a flexible and supportive setting, work from home possibilities based on performance and being a part of a dynamic work culture, where taking care of one another is a must, we'd like to meet you At Manulife, we’re fostering a working environment where all our employees feel accepted, valued and included. We believe that strength lies in embracing our differences and that diversity plays a key role in driving innovation and growth within our company. As we create high-performing teams and culture across our organization, having a diverse and inclusive workplace where everyone is comfortable bringing their whole selves to work is an essential part of Manulife.

Position Responsibilities:

- Handle sensitive issues in order to ensure customer satisfaction
- Provide detailed oral and written communication to business areas regarding inquiry resolutions
- Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives
- Manage and respond to Inforce Insurance inquiries while conducting detailed policy research and historical account reviews
- Facilitate billing and payment-related transactions, including banking updates,



premium mode changes, pre-authorized debit (PAD) changes, deposit applications, and other payment requests
- Process disbursement transactions, such as policy surrenders, withdrawals, loans, fund transfers, and other policy payouts
- Manage policy change transactions, including name changes, face amount decreases, coverage deletions, cost of insurance changes, and other policy maintenance requests
- Meet personal/team qualitative and efficiency targets

Required Qualifications:

- Excellent verbal and written communication skills
- Previous experience in the customer service industry
- 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:

- Keen attention to details and analytical abilities
- Proficient computer and keyboarding skills
- CEGEP/post-secondary education or equivalent work experience required
- High aptitude to learn and apply information quickly
- Strong interpersonal skills
- Capability to work efficiently in a quick-paced, ever-changing environment in a professional manner
- Customer centric: going above and beyond/proactive

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.

About 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. To request a reasonable accommodation in the applicat

📌 Bilingual Policy Specialist (Montreal)
🏢 Manulife/John Hancock
📍 Montreal