Annuity Service Specialist

3 weeks ago

Nova Scotia, Canada Manulife Full time

**_Are you looking for a supportive, collaborative workplace with great teams and inspiring leaders? You’ve come to the right place. We’re looking for ambitious people who share our values and want to make every day better for people around the world. If this sounds like you, and the career below sounds exciting, we’d like to hear from you. _**

**Working Arrangement**

At Home

The Annuity Services team is in the Claims and Underwriting Organization, partners 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.

**Job Summary**:
As assigned, the Service Specialist will be responsible for completing complex tasks re the Annuity record-keeping system, administering changes for our customers and working on some complex cases & escalations.

The Specialist is expected to maintain a current knowledge of changes & upcoming initiatives that may impact business processes and supports the timely adoption of new and updated industry & product standards when appropriate.

The Specialist is responsible for meeting the needs of our customers in receiving and responding to escalated client and Advisor inquiries, complaints and requests. As assigned, the Specialist may be further responsible for providing analyses, recommendations and implementation plans in order to improve the standard of quality that we deliver to our customers.

This role will support as required initiatives focused on improving operational effectiveness and cost-effective service delivery within the established SLA’s.

**Key Accountabilities**:
Directly provide Subject Matter Expert support relating to Manulife Annuity products. Process on related Annuity systems and the Verification of Annuitant program regarding:

- Our commitments to our clients are being met with ensuring our Annuitants are receiving their Annuity payments on schedule.
- Work with our Annuitants, Power or Attorneys, Trustees and Advisors. Strong interactions with internal teams for example Policy Control, Call Centre and Compliance.
- Death of Annuitants are being reported immediately to ensure no overpayments and reserves are released.
- Processing bank and address changes and removing restrictions on the applicable system.
- Reviewing Power of Attorney documents to ensure they are the correct documents to have on file to act on behalf of the Annuitant.
- Searching for missing clients and reaching out to family members to ensure payments are being paid OR death claims are being handled timely
- Unclaimed Property - investigation and analysis of unclaimed cases.
- Contribute to department projects and special initiatives as required
- Escalation handling for key internal business partners & service stakeholders
- Support continuous improvement and process improvements as required

Represent key contacts as required and provide Call Centre & other service partner teams with immediate first call resolution (FCR)

**Job Requirements (Knowledge/Skills/Competencies)**:

- Accountable for providing quality, phone based customer service to and from clients or their legal representative.
- Prior administrative experience within a retail investments operational environment
- Strong understanding Annuity and/or Structured Settlement products (would be an asset)
- Expertise with VAPS and/or APV (would be an asset)
- Ability to organize & prioritize work in a high-volume area and adhere to strict timelines
- Processing on Annuity systems to ensure banking, address changes and any client changes are being handled timely
- 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
- Excellent collaborative skills
- Excellent team player

**Note**:Flexibility with respect to overtime may be required as business needs dictate

**Key Problems/Challenges**:

- Challenging old annuity systems and learning and processing that is required on these systems.
- Working with our elderly population and challenges on talking to them on the phone.
- Adhering to multiple, and sometimes directly competing, timelines for a variety of initiatives as assigned.

**Scope (Dimensions & Organizational Impact)**:
This role has the authority to:

- Bring forward issues and concerns determined through trend analysis and make recommendations and/or communicat

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