Manulife
Financial Services
BilingualAnnuityServiceSpecialist
“Bilingual Annuity Service Specialist at Manulife. Skills: Bilingual (French & English), Annuity product knowledge, Customer service, Transaction processing. Serve as a primary point of contact for Annuitants, Advisors and internal business partners.. Act as a subject matter expert in the administration of Manulife’s Annuity products.”
What You'll Achieve.
Ensure timely payment delivery or death claim processing.; Meet accuracy, quality, and service excellence expectations.; Provide first-call resolution (FCR) wherever possible.
Industry & Context.
Handle escalated cases.; Investigate and resolve escalated inquiries.; Analyze issues.; Provide recommendations.; Demonstrated investigative, analytical, and problem‑solving abilities.
Flexibility to work overtime based on business needs.
What They're Looking For.
Must Have
Proven ability to deliver high-quality, phone-based customer service to clients and advisors., Previous administrative experience within a retail investments or operational environment., Bilingual (French & English) is required - The successful candidate will be required to communicate in English and French in order to support clients from various jurisdictions outside of Quebec.
Nice to Have
understanding of Annuity and/or Structured Settlement products (asset)., Experience with Annuity payments systems - VAPS and/or APV (asset)., organizational skills with the ability to prioritize in a high-volume environment and meet strict timelines., Demonstrated investigative, analytical, and problem‑solving abilities., Effectively manage multiple, and at times competing, deadlines across a range of operational initiatives., Flexibility and sound judgment in a dynamic environment., collaborative skills and the ability to build effective cross-department relationships., High attention to detail and accuracy., Ability to work effectively as part of a team., Flexibility to work overtime based on business needs.
What You'll Do.
Serve as a primary point of contact for Annuitants
Advisors and internal business partners.
Act as a subject matter expert in the administration of Manulife’s Annuity products.
Execute complex transactions within the Annuity record‑keeping systems.
Process customer-directed changes.
Handle escalated cases.
Maintain current knowledge of changes & upcoming initiatives that may impact business processes.
Support the timely adoption of new and updated industry & product standards.
Investigate and resolve escalated inquiries.
Provide recommendations.
Support initiatives that enhance operational effectiveness and service quality.
Complete responsibilities within established service level agreements (SLAs).
Provide support and process requests related to Manulife annuity products
associated systems (VAPS/APV)
the Verification of Annuitant (VOA) Program
and the Client Confirmation Program (CCP).
Conduct searches for missing clients
liaising with family members
to ensure timely payment delivery or death claim processing.
Respond to inquiries from internal business partners
and advisors via email
Assign cases to appropriate queues and specialist teams.
Update back-office systems accurately and in a timely manner.
Conduct periodic system requirement reviews and support system updates through hands-on user testing.
Contribute to departmental projects and special initiatives.
and service excellence expectations.
Identify gaps in knowledge databases and recommend updates to documentation and procedures.
Support call centre and service partner teams by providing first-call resolution (FCR) wherever possible.
How You'll Work.
Team & Collaboration
Liaise with family members when necessary for client searches.; Respond to inquiries from internal business partners, clients, and advisors.; Assign cases to appropriate queues and specialist teams.; Support call centre and service partner teams.; Build effective cross-department relationships.
Communication Scope
Communicate in English and French; Respond to inquiries via email, phone, or fax
Process & Methodology
Contribute to departmental projects and special initiatives., Effectively manage multiple, and at times competing, deadlines across a range of operational initiatives.
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