Bilingual Annuity Service Specialist

This is a fully remote position, open to applicants in Canada.

📋 Description

• Assist in processing requests and providing support related to Manulife annuity products, as well as associated systems (VAPS/APV), the Verification of Annuitant (VOA) Program, and the Client Confirmation Program (CCP).

• Perform searches for missing clients and collaborate with family members, if necessary, to ensure prompt payment delivery or processing of death claims.

• Address inquiries from internal business partners, clients, and advisors through email, phone, or fax communication.

• Allocate cases to the appropriate queues and specialist teams.

• Accurately and promptly update back-office systems.

• Conduct regular reviews of system requirements and assist with system updates through practical user testing.

• Participate in departmental projects and special initiatives.

• Fulfill expectations for accuracy, quality, and service excellence.

• Identify deficiencies in knowledge databases and suggest updates to documentation and procedures.

• Provide support to call center and service partner teams by aiming for first-call resolution (FCR) whenever possible.

⛳️ Requirements

• Proven track record of delivering high-quality, phone-based customer service to clients and advisors.

• Relevant administrative experience within a retail investments or operational setting.

• Bilingual proficiency in French and English is mandatory.

• Strong knowledge of Annuity and/or Structured Settlement products is advantageous.

• Familiarity with Annuity payment systems, such as VAPS and/or APV, is preferred.

• Excellent organizational abilities with the capacity to prioritize tasks in a fast-paced environment and meet strict deadlines.

• Demonstrated skills in investigation, analysis, and problem-solving.

• Adaptability and sound judgment in a dynamic workplace.

• Strong teamwork skills and the ability to foster effective relationships across departments.

• Keen attention to detail and accuracy.

• Capability to work effectively as part of a team.

• Willingness to work overtime as required by business needs.

🏝️ Benefits

• Comprehensive health, dental, mental health, vision, short- and long-term disability, life, and AD&D insurance coverage.

• Adoption/surrogacy and wellness benefits.

• Employee/family assistance programs.

• Various retirement savings plans, including a pension and a global share ownership plan with employer matching contributions.

• Financial education and counseling resources.

• Generous paid time off program in Canada, incorporating holidays, vacation, personal, and sick days.

• Complete range of statutory leaves of absence.