Affinity Markets Travel Claims is looking for a highly motivated, quick-thinking and customer-focused individual to join our Travel Claims Risk Management Team at an exciting time.

The team is moving away from shared mailboxes and spreadsheet logs to a new workflow platform that brings referrals, case files, approvals and audits together in one place, supported by AI-assisted tools that help specialists find, sort and review claim evidence faster.

Reporting to the Manager, this position requires an expert in travel claims (medical, trip cancellation/interruption, baggage, accidental death and dismemberment, collision damage) for both Affinity Markets and Group Benefit programs.

You will review the more complex, contested and escalated claims referred by our Third-Party Providers, make sound final decisions, and help protect Manulife from financial, legal and reputational risk.

Specialists stay the decision makers.

The new tools are there to take on routine administrative work, such as logging, tracking and follow-ups, so you can spend more of your time on judgement, investigation and quality.

This is a hands-on role during a period of change.

Alongside your day-to-day caseload, you will help test and shape the recent way of working, share what works and what does not, and help colleagues and partners adopt new processes.

Some processes will still be settling as you join, so comfort with change and a practical, problem-solving mindset are important.

To be successful in this role, you must keep in mind that it is not only what you do, but how you do it as well. **Position Responsibilities:** Work with Manulife's Third-Party Providers of claims seeking direction, advice or policy interpretation, and give clear, consistent responses using standard templates.

Manage referrals from intake to closure in the team's workflow platform: confirm coverage, review the case file, track status and follow-ups, and keep case records complete and current.

Review claim evidence, including claim forms, itineraries, receipts, medical records, call notes and prior correspondence, to establish the facts.

Use AI-assisted summaries and document tools as a starting point and check their output for accuracy and consistency.

Make final claims decisions, claims exceptions, and business decisions on contested and contentious claims, including second-level appeals, and obtain the required approvals within set authority limits.

Handle travel litigated claims including corresponding with internal and external legal counsel, make recommendations on legal strategies and settlement offers, and represent Manulife at legal proceedings (including mediations, arbitrations, examinations for discovery, trials).

Review and respond to appeals or correspondence submitted by lawyers on behalf of their clients.

Investigate, resolve, and respond to Escalated Complaints submitted to, but not limited to, the President's Office, the Complaints Office, Senior Management, social media and Insurance Regulators.

Conduct monthly random and/or focused audits of travel claims (medical, out-of-country medical, visitor-to-Canada, trip cancellation/interruption, baggage, accidental death and dismemberment) and credit card benefits (collision damage, personal effects, extended warranty) processed by Manulife's Third-Party Providers, using consistent review criteria and scoring across providers.

Identify and report fraud indicators, payment errors and recovery opportunities found through claim reviews and audits.





Assist in annual in office audits of Manulife's Third-Party Providers of claims and assistance and perform follow-ups to ensure appropriate responses and action plans are implemented.

Take part in the rollout of new workflow tools: join testing and feedback sessions, help map current and future processes, provide real case examples (with personal details protected), and suggest improvements to templates, routing rules and reports.

Help colleagues and Third-Party Provider partners adjust to new processes and support a smooth handover of work when claims between providers. andle sensitive personal and medical information with care, following Manulife's privacy and information security standards in every system you use.

Provide input on contract wording for new and existing products and plans. **Required Qualifications:** University degree in any discipline or equivalent work experience. 3-5 years' experience in adjudicating claims, preferably life, health or travel.

Knowledge of medical terminology, medications and their applications, diseases, tests, and treatment modes is an asset. **Preferred Qualifications:** Proven analytical, problem solving, decision making, and negotiation skills.

Comfortable working in digital tools and quick to learn new systems.

Experience with case management or workflow platform is an asset.

Open to using AI-assisted tools in your daily work, with the judgement to question and verify what they produce before acting on it.

Interest in improving how work gets done.

Experience taking part in a system rollout, user testing or processing documentation is an asset.

You think big and can evaluate alternatives and assess risks in making timely and effective decisions.

You get things done together - Exceptional interpersonal skills with a high level of professionalism, enabling you to build strong relationships and collaborate effectively with internal teams and external partners.

You own it - Ability to identify potential problems and risks and be accountable for solutions.

Adaptable and steady during change, with a positive attitude toward new ways of working.

Exceptional customer service skills with the ability to respond under high pressure or in difficult/sensitive situations.

Strong organizational skills with the ability to effectively prioritize competing tasks and keep case records accurate and up to date. **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 setting 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. **Acerca de Manulife y John Hancock** Manulife Financial Corporation es un importante proveedor internacional de servicios financieros que ayuda a las personas a tomar decisiones de una manera más fácil y a vivir mejor.

Para obtener más información acerca de nosotros, visite http://www.manulife.com . **Manulife es un empleador que ofrece igualdad de oportunidades** En Manulife/John Hancock, valoramos nuestra diversidad.

Nos esforzamos por atraer,



formar y retener una fuerza laboral tan diversa como los clientes a los que prestamos servicios, y para fomentar un entorno laboral inclusivo en el que se aprovechen las fortalezas de las culturas y las personas.

Estamos comprometidos con la equidad en las contrataciones, la retención de talento, el ascenso y la remuneración, y administramos todas nuestras prácticas y programas sin discriminación por motivos de raza, ascendencia, lugar de origen, color, origen étnico, ciudadanía, religión o creencias religiosas, credo, sexo (incluyendo el embarazo y las afecciones relacionadas con este), orientación sexual, características genéticas, condición de veterano, identidad de género, expresión de género, edad, estado civil, estatus familiar, discapacidad, o cualquier otro aspecto protegido por la ley vigente.

Nuestra prioridad es eliminar las barreras para garantizar la igualdad de acceso al empleo.

Un representante de Recursos Humanos trabajará con los solicitantes que requieran una adaptación razonable durante el proceso de solicitud.

Toda la información que se haya compartido durante el proceso de solicitud de adaptación se almacenará y utilizará de manera congruente con las leyes y las políticas de Manulife/John Hancock correspondientes.

Para solicitar una adaptación razonable en el proceso de solicitud, envíenos un mensaje a [email protected] . **Referenced Salary Location** Waterloo, Ontario **Modalidades de Trabajo** Híbrido **Salary range is expected to be between** $51,975.00 CAD - $86,625.00 CAD Los empleados también tienen la oportunidad de participar en programas de incentivos y recibir una compensación vinculada al rendimiento empresarial e individual.

El salario real variará según las condiciones del mercado local, la geografía y factores relacionados con el puesto como conocimientos, habilidades, requerimientos, experiencia y educación/formación.

Si solicitas este puesto fuera de tu ubicación principal, por favor escríbenos a [email protected] para conocer el rango salarial correspondiente a tu ubicación.

Manulife ofrece a los empleados aptos una amplia variedad de beneficios personalizables, entre ellos, beneficios de salud, odontológicos, de salud mental, oftalmológicos, por discapacidad a corto y a largo plazo, cobertura de seguro de vida y por muerte accidental y desmembramiento, adopción/subrogación y bienestar, y planes de asistencia al empleado/familiar.

También ofrecemos a los empleados admisibles varios planes de ahorro para la jubilación (incluidos planes de pensiones y un plan mundial de propiedad de acciones con contribuciones equivalentes del empleador) y recursos de asesoramiento y educación financiera.

Nuestro generoso programa de tiempo libre remunerado en Canadá incluye feriados, vacaciones, días personales y días por enfermedad, y ofrecemos la gama completa de ausencia laboral reglamentaria.

Si se está postulando para este puesto en los EE. UU., póngase en contacto con [email protected] para obtener más información sobre las disposiciones relativas al tiempo libre remunerado específicas de EE. UU.

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

📌 Senior Travel Claims Specialist (Waterloo)
🏢 Manulife
📍 Waterloo