RetirementCustomerCorrespondence

Retirement Customer Correspondence is responsible for managing end‑to‑end customer correspondence related to retirement and pension claims. This includes preparing, reviewing, and issuing accurate and timely written communications in accordance with applicable regulations, internal policies, and service standards to ensure clarity, compliance, and operational accuracy. The role plays a key part in delivering a smooth, reliable, and trustworthy experience for retirement customers by ensuring clear and consistent communication throughout the claims process. By working closely with internal stakeholders and maintaining strong attention to detail, the role supports effective claims resolution, strengthens customer confidence, and contributes to overall service excellence within the retirement function. **Position Responsibilities:** * Deliver trusted, professional, and reliable service to MANULIFE clients and build customer satisfaction and loyalty * Meet quality expectations to ensure a positive client experience * Meet productivity expectations to maximize team service levels * Provide effective and timely resolution of a range of customer inquiries * Strike a positive and cooperative tone with both customers and coworkers * Strive for first-call resolution of customer issues * Translate scenarios that require problem resolution to positive service experiences * Strengthen the perception of MANULIFE in the marketplace * Possess the ability to work in a team environment, as well as being able to resolve issues accurately and independently * Complete ongoing training to stay abreast of product, industry, service and policy changes * Other duties as assigned **Required Qualifications:** * Minimum Bachelor’s degree (S1) in any discipline * Minimum 1 year experience in customer service / contact center * Strong customer service mindset with professional telephone etiquette * Ability to multi‑task and work in a fast‑paced environment * Good problem‑solving and listening ski