Bilingual Annuity Service Specialist

Manulife • CAN, Ontario - Full Time Remote, ON

5d • Remote

About The Position

The Bilingual Annuity Service Specialist serves as a primary point of contact for Annuitants, Advisors and internal business partners, acting as a subject matter expert in the administration of Manulife’s Annuity products. In this role, the Specialist is responsible for executing complex transactions within the Annuity record‑keeping systems, processing customer-directed changes, and handling escalated cases. The Specialist is expected to maintain a current knowledge of changes & upcoming initiatives that may impact business processes and supports the timely adoption of new and updated industry & product standards when appropriate. The role also includes investigating and resolving escalated inquiries, analyzing issues, providing recommendations, and supporting initiatives that enhance operational effectiveness and service quality. Responsibilities must be completed within established service level agreements (SLAs).

Requirements

• Proven ability to deliver high-quality, phone-based customer service to clients and advisors.
• Previous administrative experience within a retail investments or operational environment.
• Bilingual (French & English) is required - The successful candidate will be required to communicate in English and French in order to support clients from various jurisdictions outside of Quebec.

Nice To Haves

• Strong understanding of Annuity and/or Structured Settlement products (asset).
• Experience with Annuity payments systems - VAPS and/or APV (asset).
• Strong organizational skills with the ability to prioritize in a high-volume environment and meet strict timelines.
• Demonstrated investigative, analytical, and problem‑solving abilities.
• Effectively manage multiple, and at times competing, deadlines across a range of operational initiatives.
• Flexibility and sound judgment in a dynamic environment.
• Strong collaborative skills and the ability to build effective cross-department relationships.
• High attention to detail and accuracy.
• Ability to work effectively as part of a team.
• Flexibility to work overtime based on business needs.

Responsibilities

• Provide support and process requests related to Manulife annuity products, associated systems (VAPS/APV), the Verification of Annuitant (VOA) Program, and the Client Confirmation Program (CCP).
• Conduct searches for missing clients, liaising with family members, when necessary, to ensure timely payment delivery or death claim processing.
• Respond to inquiries from internal business partners, clients, and advisors via email, phone, or fax.
• Assign cases to appropriate queues and specialist teams.
• Update back-office systems accurately and in a timely manner.
• Conduct periodic system requirement reviews and support system updates through hands-on user testing.
• Contribute to departmental projects and special initiatives.
• Meet accuracy, quality, and service excellence expectations.
• Identify gaps in knowledge databases and recommend updates to documentation and procedures.
• Support call centre and service partner teams by providing first-call resolution (FCR) wherever possible.

Benefits

• 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.
• 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 we offer the full range of statutory leaves of absence.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed