Annuity services coordinator

4 weeks ago

Waterloo, Canada Manulife Financial Corporation Full time

We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive. Discover how you can grow your career, make impact and drive real change with our Winning Team today.

Working Arrangement: Remote

Job Description:

The Annuity Services Team is part of the Claims and Underwriting Organization, partnering with administrative groups in providing investors with quality operational services. These services include the processing of financial and non-financial transactions and handling outbound and inbound communications to clients and advisors. Our strong focus on customer service is reflected in our vision: to be an industry service leader by exceeding customer expectations through the strength of our people and technology.

Key Accountabilities:

  • Provide support relating to Manulife Annuity products, VAPS/APV & related systems, Verification of Annuitant (VOA) program and Client Confirmation Program (CCP) including but not limited to the following:
  • Respond to inquiries from key internal business partners, clients and advisors by way of email, phone or fax.
  • Responsible for assigning cases to the appropriate queues and specialists.
  • Responsible for updating back-office system in an accurate and timely manner.
  • Provides support and processes requests through the Verification of Annuity Program.
  • Perform periodic system requirement reviews and support system updates by performing hands on user testing as required.
  • Contribute to department projects and special initiatives as required.
  • Expectation of measures around accuracy and service excellence are met.
  • Identify gaps or errors in the knowledge databases and provide feedback/corrections to documentation, procedures etc.

Provide Call Centre & other service partner teams with immediate first call resolution (FCR).

Job Requirements (Knowledge/Skills/Competencies):

  • Prior administrative experience within a retail investments operational environment.
  • Strong understanding of Annuity and/or Structured Settlement products.
  • Expertise with VAPS and/or APV (considered an asset).
  • Ability to organize & prioritize work in a high-volume area and adhere to strict timelines.
  • Proven investigative and problem-solving skills, with an ability to be resourceful in identifying issues and solutions.
  • Demonstrated ability to be flexible and exercise judgment in a changing environment.
  • Demonstrated ability to develop and maintain positive cross-department relationships to attain collaborative solutions.
  • Strong analytical and decision-making skills.
  • Attentiveness to detail.
  • Excellent communication skills both written and oral (Bilingualism is an asset).
  • Excellent collaborative skills.
  • Excellent team player.

Note: Flexibility with respect to overtime may be required.

Key Problems/Challenges:

  • Adhering to multiple and sometimes directly competing timelines for a variety of initiatives as assigned.
  • Interpreting unclear/unfamiliar expectations from clients with confidence and patience.
  • Manage time effectively within a high volume and less structured work environment while dealing with multiple cases with varied priorities in a detailed and timely manner.
  • Maintaining processing expertise, broad knowledge and keeping current with our systems and products in our rapidly changing environment.
  • Adhering to Quality & Productivity benchmarks and expectations where applicable.

Scope (Dimensions & Organizational Impact):

  • Potential for direct delivery coaching and training.
  • Address issues and concerns determined through trend analysis and make recommendations and/or communicate to leaders to achieve suitable problem resolution and implementation.

About Manulife and John Hancock:

Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Asia, Canada, and Europe, and primarily as John Hancock in the United States. We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups and institutions. At the end of 2022, we had more than 40,000 employees, over 116,000 agents, and thousands of distribution partners, serving over 34 million customers.

Salary & Benefits:

The annual base salary for this role is listed below.

Primary Location: CAN, Ontario - Full Time Remote

Salary range is expected to be between $41,925.00 CAD - $69,875.00 CAD.

If you are applying for this role outside of the primary location, please contact recruitment@manulife.com for the salary range for your location. 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.

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.

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