Policy Specialist

Introduction

Are you looking for unlimited opportunities to develop and succeed? Here at Manulife, we are a leading Canada‑based financial services group, 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

Benefits & Working Arrangement

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.

Working Arrangement: Hybrid

Salary range: $42,525.00 CAD – $70,875.00 CAD

Equal Opportunity Employment

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.

To request a reasonable accommodation in the application process, contact [email]