Bilingual Insurance Case Coordinator

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.

**_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

**Referral Bonus (if applicable)**

**The opportunity**

Manulife Wealth Insurance Services Inc (MWISI) currently has a position available for an **Insurance Case Coordinator**. 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 MWISI 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 MWISI. 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**:

- 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

**_When you join our team: _**
- We’ll empower you to learn and grow the career you want.
- We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.
- As part of our global team, we’ll support you in shaping the future you want to see.

**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 career path with us.
- Flexible work policies and strong work-life balance.Professional development and leadership opportunities.

**Our commitment to you**
- Values-first culture
We lead with our Values every day and bring them to life together.
- Boundless opportunity
We create opportunities to learn and grow at every stage of your career.
- Continuous innovation
We invite you to help redefine the future of financial services.
- Delivering the promise of Diversity, Equity and Inclusion
We foster an inclusive workplace where everyone thrives.
- Championing Corporate Citizenship
We build a business that benefits all stakeholders and has a positive social and environmental impact.

**About Manulife and John Hancock**

**Manulife is an Equal Opportunity Employer**

**Primary Location**

CAN, Quebec, Montreal, 900 Boul