About this role
Role Overview
- 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, when necessary, to ensure timely payment delivery or death claim processing.
- Respond to inquiries from internal business partners, clients, and advisors via email, phone, or fax.
- 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.
- Meet accuracy, quality, 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.
Requirements
- 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.
- Strong understanding of Annuity and/or Structured Settlement products (asset).
- Experience with Annuity payments systems
- VAPS and/or APV (asset).
- Strong 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.
- Strong 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.
Benefits
- health, dental, mental health, vision, short
- and long-term disability, life and AD&D insurance coverage
- adoption/surrogacy and wellness benefits
- employee/family assistance plans
- retirement savings plans (including pension and a global share ownership plan with employer matching contributions)
- financial education and counseling resources
- generous paid time off program