Insurance Case Coordinator

Manulife•Waterloo, ON

7d•CA$43,875 - CA$73,125•Hybrid

About The Position

Manulife Wealth Insurance Services Inc (MWISI) is seeking an Insurance Case Coordinator to support Manulife and other insurance carriers. This role coordinates business from MSII and 3rd party Independent Advisors, acting as the MGA “Back Office” for MWISI and 3rd party Independent Advisors. It serves as the central submission point for advisors for New Business and In-Force Insurance business across all supported carriers. This position is crucial for advisor retention and sales, significantly influencing advisor business growth through MWISI.

Requirements

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 while dealing with angry, frustrated or uncooperative clients
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
University Degree, College Diploma or equivalent working experience preferred
2 – 3 years in Financial Services industry, preferable MGA, Dealer or broker environments are also beneficial

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.

Benefits

health
dental
mental health
vision
short- and long-term disability
life and AD&D insurance coverage
adoption/surrogacy
wellness benefits
employee/family assistance plans
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