Policy Specialist

Manulife•Waterloo, ON

11d•Hybrid

About The Position

Manulife is a leading Canada-based financial services group dedicated to helping people achieve their dreams and aspirations by prioritizing customer needs and providing suitable solutions. Joining Manulife offers unlimited opportunities for career development in an inclusive and supportive environment, where employees can take on new challenges and make a difference. The company emphasizes a flexible and supportive work environment, with work-from-home possibilities based on performance, and a dynamic culture that values mutual care. Manulife Financial Corporation is an international financial services provider focused on making decisions easier and lives better, committed to digital innovation and accelerating a sustainable and economically inclusive future. They are an Equal Opportunity Employer, embracing diversity and striving to attract, develop, and retain a diverse workforce, fostering an inclusive work environment. Manulife is committed to fair practices without discrimination on various grounds and provides reasonable accommodations during the application process. The role being advertised is an existing vacancy.

Requirements

Excellent verbal and written communication skills
Keen attention to detail with strong analytical abilities
Previous experience in the customer service industry
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

Post‑secondary education or equivalent work experience
Knowledge of AMAC and IMAC systems is considered an asset
Experience with Living Benefits and Life Benefits is a strong asset
High aptitude to learn and apply information quickly
Strong interpersonal and collaboration skills
Ability to work efficiently in a fast‑paced, evolving environment while maintaining professionalism
Customer‑centric mindset with a proactive, “go‑above‑and‑beyond” approach

Responsibilities

Handle sensitive issues in order to ensure customer satisfaction
Provide detailed oral and written communication to business areas regarding inquiry resolutions
Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives
Meet personal/team qualitative and efficiency targets
Apply premium payments and deposits to policies
Facilitate changes in payment mode, banking details, and pre-authorized checking
Process wire, refund, suspense clearing, premium offset and chargeback
In charge of responding to general billing and policy change inquiries
Conduct research and histories

Benefits

Unlimited opportunities to develop and succeed
Flexible and supportive environment
Work from home possibilities based on performance
Dynamic work culture, where taking care of one another is a must
Empowerment to learn and grow the career you want
Recognition and support in a flexible environment where well-being and inclusion are more than just words
Support in shaping the future you want to see as part of our global team
Opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance
Health insurance
Dental insurance
Mental health coverage
Vision insurance
Short-term disability insurance
Long-term disability insurance
Life insurance
AD&D insurance coverage
Adoption/surrogacy benefits
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