Insurance Inforce Case Coordinator

5 months ago

Halifax, Canada Manulife 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**

Hybrid

**The Opportunity**

The Inforce Case Coordinator is a member of our Case Coordination team within Relationship Management, who has passion for building lasting relationships and delivering best in class service. Supporting select MGA, National Account Back offices and Elite Advisors bringing in 80% of our insurance revenue.

As someone who is empathetic, professional, highly organized, and tenacious, you will bridge internal processes and teams to facilitate distributor requests. You will be required to effectively organize, prioritize, and collaborate with numerous teams to ensure we deliver efficient end to end service.

This role will deliver superior service in the Canadian segment focused on building strong relationships putting the customer at the center of everything we do.

**Responsibilities**
- Create an outstanding service experience with the goal of prioritizing and handling their inquiry.
- Develop meaningful relationships with our distributors by making it easier, faster and better to do business with Manulife.
- Educate and promote Manulife’s tools, resources, digital and self-serve opportunities with distributors.
- Effectively communicate and collaborate with internal teams to facilitate complex processes and case resolution across multiple areas, ensuring timely execution of all requests, while keeping your contacts continually informed.
- Resolve any problems or bottlenecks that occur with an inquiry by taking full accountability from start to finish and only closing the case once satisfactory resolution has been achieved.
- Consistently maintain high performance targets while demonstrating the highest level of professionalism and empathy.
- Support peers by sharing knowledge and work across the team to balance volume and service levels.
- Proactive and forward thinking to make recommendations for change, reduce waste and improve the overall distributor experience.
- Identify process enhancements and raise concerns from distributors to ensure we are focused on opportunities that make doing business easier and more valuable for our distributors.
- Assess business, compliance and reputation risk and take appropriate action.

**What motivates you?**
- You obsess about customers, listen, engage, and act for their benefit.
- You think big, with curiosity to discover ways to use your agile approach and enable business outcomes.
- You thrive in teams and enjoy getting things done together.
- You take ownership and build solutions, focusing on what matters.
- You do what is right, work with integrity and speak up. You share your humanity, helping us build a diverse and inclusive work environment for everyone.

**What we are looking for**
- 2+ years progressive customer service skills.
- Sound insurance knowledge across all Insurance product lines including legacy products is an asset.
- **Excellent relationship management**:Ability to build and maintain positive and solid relationships with internal and external customers.
- **Outstanding Communication**: Expresses ideas and shares information clearly, concisely and thoroughly, articulates messages, modifies approach and builds connections/trust.
- **Influence and Persuasion**: Moves others to take corrective actions on behalf of Manulife’s external customers; influences without formal authority; ability to handle and overcome objections and resistance.
- **Collaboration**: Fosters productive working relationships across diverse groups to produce superior solutions; builds beneficial networks to achieve collective business goals; ability to work effectively with various stakeholders throughout Canadian Insurance segment.
- **Knowing the Business**:Stay current on Manulife’s customer strategies; working knowledge of Canadian Individual Life Insurance various products and functions.
- **Solution Focused**:Owns problems through to resolution; demonstrates the ability to make sound and timely decisions, applies analytic/systematic reasoning to positively impact results, organizational performance, and the customer experience.
- **Exceptional Time Management and Organizational Skills**:Ability to manage high volumes of cases within aggressive deadlines by balancing new and existing cases and shifting priorities.

**What can we offer you?**
- A competitive salary and benefits packages.
- A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.
- A focus on growing your

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