Bilingual Insurance Inforce Case Coordinator

Manulife•Waterloo, ON

8d•CA$52,650 - CA$87,750•Hybrid

About The Position

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, professional, 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.

Requirements

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
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.

Nice To Haves

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.

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.