Insurance Case Coordinator - Manulife Wealth

Manulife•Waterloo, ON

2d•CA$48,450 - CA$80,750•Hybrid

About The Position

Manulife Wealth Insurance Services Inc (MWISI) currently has a position available for an Insurance Case Coordinator. While supporting Manulife and other insurance carriers, this position is responsible for the coordination of business received from both MSII and 3rd party Independent Advisors. This position is the MGA “Back Office” for MWISI and 3rd party Independent Advisors. It will serve as the central channel for advisors to submit their New Business and In-Force Insurance business for any of the insurance carriers supported by MWISI. This position greatly impacts advisor retention as well as advisor sales. It will be a key influencer as to the level of business growth that each advisor places through the MWISI.

Requirements

University Degree, College Diploma or equivalent working experience preferred
2 – 3 years in Financial Services industry, preferable MGA, Dealer or broker environments.
Negotiation and problem-solving skills
Excellent written and verbal communication skills, using clear language and the ability to ask probing questions.
Ability to obtain or give information in situations which require tact, diplomacy, or persuasion.
Proven customer service experience, with the ability to communicate effectively and professionally with all levels of management.
Proven ability to be a team player with strong interpersonal skills.
Adaptable and able to deal with ongoing change management
Ability to identify when exceptions are required and to appropriately escalate in order to provide superior customer service.
Ability to research, identify a problem and provide input to finding a solution.
Exceptional organizational skills.
Attention to detail.

Nice To Haves

Knowledge of individual insurance, insurance terminology and products are an asset.

Responsibilities

Build relationships and rapport with advisors by being their advocate, anticipating their needs and being their consistent point of contact during the New Business and In-Force processes.
Ensure New Business and In-Force applications move through the various stages accurately and within service standards.
Proactively order medical evidence and review all incoming applications and attachments for correct and complete information to ensure prompt processing, reduce the risk of mismatched mail, and to ensure contracts are being issued without errors.
Promptly working with advisors or related head office departments to correct identified errors in applications or processes.
Assume ownership of files assigned while effectively prioritizing the work based on urgencies. Influence internal clients to meet pre-established service standards
Maintain up to date and comprehensive case notes summarizing actions taken and inquiries received.
Promptly escalate any complex service issues or complaints for immediate attention and resolution.
Check and prioritize WealthServ tasks daily.
Follow up with relevant departments and update tasks.
Close tasks once completed.
Review and update policy information on WealthServ and carrier websites.
Verify and order underwriting (U/W) requirements as needed.
Communicate with advisors and carriers regarding application status.
Create and follow up on New Business tasks.
Manage shared mailbox and prevent duplicate requests.
Verify policy status and process requests with carriers.
Communicate updates to advisors and create relevant tasks on WealthServ.
Ensure accurate documentation of email communications for productivity tracking.
Process incoming contracts and verify policy details.
Create and save cover memos.
Communicate contract delivery and update tasks on WealthServ.
Process address changes, surrender requests, and ownership changes.
Update policy details and create tasks on WealthServ.
Order necessary medical requirements based on carrier guidelines.
Update status and communicate with advisors regarding medical appointments.
Verify and process AOR requests, ensuring advisor codes are accurate.
Communicate with carriers and advisors regarding AOR processing.
Enter premium amounts and create policy entries on WealthServ.
Prevent duplicate entries and ensure accuracy in policy documentation.
Track and adhere to SLAs for processing times for AORs, U/W decisions, contracts, deliveries, and application reflections on WealthServ.
Manage cheque processing and conversion tasks as required.

Benefits

health
dental
mental health
vision
short- and long-term disability
life and AD&D insurance coverage
adoption/surrogacy and wellness benefits
employee/family assistance plans
various retirement savings plans (including pension and a global share ownership plan with employer matching contributions)
financial education and counseling resources
generous paid time off program in Canada includes holidays, vacation, personal, and sick days
full range of statutory leaves of absence