Bilingual Annuity Service Specialist

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

📋 Description

• Offer assistance and manage requests related to Manulife annuity products, relevant systems (VAPS/APV), the Verification of Annuitant Program, and the Client Confirmation Program.

• Locate missing clients and coordinate with family members when necessary to ensure prompt payment delivery or processing of death claims.

• Communicate with internal business partners, clients, and advisors via email, phone, or fax.

• Allocate cases to the appropriate queues and specialist teams.

• Accurately and promptly update back-office systems.

• Perform regular reviews of system requirements and assist with system updates through active user testing.

• Participate in departmental projects and special initiatives.

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

• Identify gaps in the knowledge database and propose updates to documentation and procedures.

• Provide support to call center and service partner teams by facilitating first-call resolution whenever possible.

• Investigate and address escalated inquiries, analyze issues, and offer recommendations.

• Fulfill responsibilities within established service level agreements.

⛳️ Requirements

• Demonstrated ability to provide high-quality, phone-based customer service to clients and advisors.

• Prior administrative experience in a retail investments or operational setting.

• Bilingual proficiency in French and English is mandatory.

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

• Familiarity with Annuity payment systems, VAPS, and/or APV is advantageous.

• Excellent organizational skills with the capacity to prioritize in a high-volume environment while adhering to strict timelines.

• Proven investigative, analytical, and problem-solving skills.

• Capability to manage multiple competing deadlines across operational initiatives.

• Adaptability and sound judgment in a fast-paced environment.

• Strong collaborative skills with the ability to establish effective relationships across departments.

• High level of attention to detail and precision.

• Ability to work efficiently as part of a team.

• Willingness to work overtime as required by business needs.

🏝️ Benefits

• Incentive programs and compensation tied to both business and individual performance.

• Health insurance coverage.

• Dental insurance provided.

• Mental health support benefits.

• Vision insurance included.

• Short- and long-term disability insurance coverage.

• Life and AD&D insurance protection.

• Adoption and surrogacy benefits available.

• Wellness programs.

• Employee and family assistance plans.

• Retirement savings plans.

• Pension plan offered.

• Global share ownership plan with employer matching contributions.

• Access to financial education and counseling resources.

• Paid holidays.

• Vacation days.

• Personal days off.

• Sick leave provisions.

• Statutory leaves of absence.

• A flexible work environment that promotes well-being and inclusion.

• Support for learning and career growth opportunities.