Policy Specialist

Are you looking for unlimited opportunities to develop and succeed?

Here at Manulife,  we are a leading Canada-based financial services group, that is helping people achieve their dreams and aspirations, by putting customers’ needs first and providing them with the right solutions.

When joining Manulife, you’re starting an exciting journey that can take your career anywhere you want it to go. Collaborating with great colleagues in an inclusive and supportive environment, you’ll take on new challenges and make a difference.

If you are looking for unlimited opportunities to develop and success, a flexible and supportive environment, work from home possibilities based on performance and being a part of a dynamic work culture, where taking care of one another is a must, we'd like to meet you!

Position 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​

Required Qualifications:

• 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.

Preferred Qualifications:

• 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

When you join our team:

• We’ll empower you to learn and grow the career you want. 

• We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words. 

• As part of our global team, we’ll support you in shaping the future you want to see.

#LI-HYBRID

The role being advertised is an existing vacancy.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html.

Manulife is an Equal Opportunity Employer

At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact [email protected].

Referenced Salary Location

Salary range is expected to be between

Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance. The actual salary will vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training. If you are applying for this role outside of the primary location, please contact [email protected] for the salary range for your location.

Manulife offers eligible employees a wide array of customizable benefits, including 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. We also offer eligible employees various retirement savings plans (including pension and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our 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. If you are applying for this role in the U.S., please contact [email protected] for more information about U.S.-specific paid time off provisions.

We use data and analytics technologies, such as artificial intelligence (AI), and automated processing tools, to analyze and process the information you provide to us or third parties in the application process. For more information, please refer to our personal information collection statement.