Bilingual Insurance Case Coordinator

7 days ago

Maisonneuve, 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**

Hybrid

**The opportunity**

Manulife Securities Insurance Inc. (MSII) currently has a position available for an **Insurance Case Coordinator (Bilingual preferred) **. While supporting Manulife and other insurance carriers, this position is responsible for the coordination of business received from both MSII and 3rd party Independent Advisors.

**Scope (Dimensions & Organizational Impact)**:
This position is the MGA “Back Office” for MSII and 3rd party Independent Advisors. It will serve as the central channel for advisors to submit their New Business and In-Force Insurance business for any of the insurance carriers supported by MSII. This position greatly impacts advisor retention as well as advisor sales. It will be a key influencer as to the level of business growth that each advisor places through the MSII.

**Key Accountabilities**:

- Build relationships and rapport with advisors by being their advocate, anticipating their needs and being their consistent point of contact during the New Business and In-Force processes.
- Assume ownership of files assigned while effectively prioritizing the work based on urgencies. Influence internal clients to meet pre-established service standards
- Maintain up to date and comprehensive case notes summarizing actions taken and inquiries received.
- Promptly escalate any complex service issues or complaints for immediate attention and resolution.

**Qualifications**:

- Bilingualism in French & English is preferred
- Negotiation and problem-solving skills
- Excellent written and verbal communication skills, using clear language and the ability to ask probing questions
- Ability to obtain or give information in situations which require tact, diplomacy, or persuasion while dealing with angry, frustrated or uncooperative clients
- Proven customer service experience, with the ability to communicate effectively and professionally with all levels of management
- Proven ability to be a team player with strong interpersonal skills
- Adaptable and able to deal with ongoing change management
- Ability to identify when exceptions are required and to appropriately escalate in order to provide superior customer service
- Ability to research, identify a problem and provide input to finding a solution
- Exceptional organizational skills
- Attention to detail
- Knowledge of individual insurance, insurance terminology and products are an asset
- University Degree, College Diploma or equivalent working experience
- 2 - 3 years in Financial Services industry, preferable MGA, Dealer or broker environments are also beneficial

**About John Hancock and Manulife**

**Manulife is an Equal Opportunity Employer

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