Insurance Case Coordinator

5 days ago

Halifax, Nova Scotia, Canada Company 1 - The Manufacturers Life Insurance Company Full time

About the Role

We are seeking a highly skilled Insurance Case Coordinator to join our team at Manulife. As a key member of our operations team, you will be responsible for coordinating business received from both Manulife and third-party independent advisors.

Key Responsibilities

  • Build strong relationships with advisors by being their advocate, anticipating their needs, and being their consistent point of contact during the new business and in-force processes.
  • Ensure new business and in-force applications move through the various stages accurately and within service standards.
  • Proactively order medical evidence and review all incoming applications and attachments for correct and complete information to ensure prompt processing, reduce the risk of mismatched mail, and to ensure contracts are being issued without errors.
  • Promptly work with advisors or related head office departments to correct identified errors in applications or 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.

Requirements

  • 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 the financial services industry, preferably MGA, dealer, or broker environments are also beneficial

What We Offer

  • A competitive salary and benefits package
  • A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills
  • A focus on growing your career path with us
  • Flexible work policies and strong work-life balance
  • Professional development and leadership opportunities

About Manulife

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.

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