Consultant, Individual Disability Claims

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**

Remote

The Individual Disability Claims Consultant will work closely with adjudicators and provide guidance to pro-actively manage the claims, conduct claims audit and will play a key role in leading initiative resulting from internal and external audits.

To be successful in our claims department you must have a passion for making a difference in our customers lives You will be a dynamic, positive, customer service focused and creative individual in your work. You will also need to have an aptitude and demonstrated ability to think outside of the box to provide solutions and identify opportunities to improve our processes and customer experience. You are a change-maker, innovative, resourceful and thrive on pushing our company forward with fresh ideas. You are hungry for success and we foster a working environment where you can grow your skills and achieve your goals.

**Responsibilities**:

- Update and maintain training documentation in line with policies and procedures.
- Provide guidance to adjudicators, assisting them in resolving complex claim situations. Identifying early intervention tools and resources to proactively manage the claims process. Demonstrate leadership in resolving issues at round table discussions.
- Conduct Disability Insurance and Waiver of Premium claim audits as required by the Claims Audit Plan. Maintain ongoing documentation of results on an individual basis to facilitate identification of trends and coaching opportunities.
- Review and authorize claim payments above the Claim Adjudicators’ authority level.
- Respond professionally to escalated complaints and appeals following Manulife’s Customer Complaint policies and procedures.
- Provide innovative and practical training, coaching and mentoring to Disability Insurance and Waiver of Premium team members, and develop and implement continuous improvement solutions of claim processes and procedures.
- Demonstrate first-class adjudication skills, using all available resources.
- Lead initiative resulting from internal and external audits.

**What we are looking for**
- University degree in any discipline or equivalent work experience.
- 5 + years of experience in managing claims.
- 2 years’ experience in coaching, mentoring, technical training, and/or developing people in the area of claims management.
- Ability to effectively manage changing work volumes in a dynamic and fast paced setting.
- Professional attitude and adherence to a high ethical standard and can-do attitude.
- Demonstrated ability for strategic, creative and innovative case management plan.
- Demonstrate exemplary decision-making skills even with conflicting/incomplete information.
- Professional attitude and adherence to a high ethical standard.
- Ability to quickly understand business processes and their risk implications, analyze complex situations, reach appropriate conclusions, make practical recommendations and exercise good judgment in raising issues.
- Strong relationship management and negotiation skills; maintaining positive and effective relationships with internal and external stakeholders.
- Detailed knowledge of Disability Insurance and Waiver of Premium procedures.
- Excellent written and verbal communication skills, with the ability to simplify complicated messages.
- Bilingualism in French and English is considered an asset.
- You do the right thing - you can effectively communicate client and business impact, both written and verbal; you clearly articulate business needs between technical and non-technical resources as well as present strategy and vision to management.

**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