We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive. Discover how you can grow your career, make impact and drive real change with our Winning Team today.

Working Arrangement

Hybrid

Job Description

The Inforce Case Coordinator is a member of our Case Coordination team within Relationship Management, who has passion for building lasting relationships and delivering best-in-class service. Supporting select MGA, National Account Back offices and Elite Advisors bringing in 80% of our insurance revenue.

The successful candidate will be part of a dedicated team of Inforce Coordinators who are cross-trained in our diverse suite of Individual Insurance products. They will be ready to provide customized and priority service to our valued distributors between the hours of 8:00 am-6:00 pm EST. You will bring the best of Manulife by demonstrating our values with each interaction; Own it, Get it done together, Obsess about the customer, Think big, Do the right thing and Share your humanity.

Responsibilities

• Acknowledge, manage, and respond to Inforce Insurance inquiries on all product lines via dedicated e-mail ID’s and toll-free numbers within established service standards.

• Create an outstanding service experience with the goal of prioritizing and handling their inquiry.

• Develop meaningful relationships with our distributors by making it easier, faster and better to do business with Manulife.

• Educate and promote Manulife’s tools, resources, and digital and self-serve opportunities with distributors.

• Effectively communicate and collaborate with internal teams to facilitate complex processes and case resolution across multiple areas, ensuring timely execution of all requests, while keeping your contacts continually informed.

• Resolve any problems or bottlenecks that occur with an inquiry by taking full accountability from start to finish and only closing the case once a satisfactory resolution has been achieved.

• Consistently maintain high-performance targets while demonstrating the highest level of professionalism and empathy.

• Support peers by sharing knowledge and work across the team to balance volume and service levels.

• Proactive and forward-thinking to make recommendations for change, reduce waste and improve the overall distributor experience.

• Identify process enhancements and raise concerns from distributors to ensure we are focused on opportunities that make doing business easier and more valuable for our distributors.

• Assess business, compliance and reputation risk and take appropriate action.

How will you create impact?

As someone who is empathetic, professional, highly organized, and tenacious, you will bridge internal processes and teams to facilitate distributor requests. You will be required to effectively organize, prioritize, and collaborate with numerous teams to ensure we deliver efficient end-to-end service.

This role will deliver superior service in the Canadian segment focused on building strong relationships putting the customer at the center of everything we do.

What motivates you?

• You obsess about customers, listen, engage and act for their benefit.

• You think big, with curiosity to discover ways to use your agile approach and enable business outcomes.

• You thrive in teams and enjoy getting things done together.

• You take ownership and build solutions, focusing on what matters.

• You do what is right, work with integrity and speak up.

• You share your humanity, helping us build a diverse and inclusive work environment for everyone

What we are looking for

• Typically, post-secondary education or equivalent work experience

• Typically have 2+ years of progressive customer service skills

• Sound insurance knowledge across all Insurance product lines including legacy products is an asset

• Excellent relationship management: Ability to build and maintain positive and solid relationships with internal and external customers.

• Outstanding Communication : Expresses ideas and shares information clearly, concisely and thoroughly, articulates messages, modifies approach and builds connections/trust.

• Influence and Persuasion : Moves others to take corrective actions on behalf of Manulife’s external customers; influences without formal authority; ability to handle and overcome objections and resistance .

• Collaboration : Fosters productive working relationships across diverse groups to produce superior solutions; builds beneficial networks to achieve collective business goals; ability to work effectively with various stakeholders throughout the Canadian Insurance segment.

• Knowing the Business: Stay current on Manulife’s customer strategies; working knowledge of Canadian Individual Life Insurance's various products and functions.

• Solution Focused: Owns problems through to resolution; demonstrates the ability to make sound and timely decisions, applies analytic/systematic reasoning to positively impact results, organizational performance, and the customer experience.

• Exceptional Time Management and Organizational Skills: Ability to manage high volumes of cases within aggressive deadlines by balancing new and existing cases and shifting priorities.

What can we offer you?

• A competitive salary and benefits package.

• A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.

• A focus on growing your career path with us.

• Flexible work policies and strong work-life balance.

• Professional development and leadership opportunities.

Our commitment to you

• Values-first culture: We lead with our Values every day and bring them to life together.

• Boundless opportunity: We create opportunities to learn and grow at every stage of your career.

• Boundless opportunity: We invite you to help redefine the future of financial services.

• Delivering the promise of Diversity, Equity and Inclusion: We foster an inclusive workplace where everyone thrives.

• Championing Corporate Citizenship: We build a business that benefits all stakeholders and has a positive social and environmental impact.

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About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Asia, Canada, and Europe, and primarily as John Hancock in the United States. We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups and institutions. At the end of 2022, we had more than 40,000 employees, over 116,000 agents, and thousands of distribution partners, serving over 34 million customers. At the end of 2022, we had $1.3 trillion (US$1.0 trillion) in assets under management and administration, including total invested assets of $0.4 trillion (US $0.3 trillion), and segregated funds net assets of $0.3 trillion (US$0.3 trillion). We trade as ‘MFC’ on the Toronto, New York, and the Philippine stock exchanges, and under ‘945’ in Hong Kong.

Manulife is an Equal Opportunity Employer

At Manulife /John Hancock , we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour , ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process . All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies . To request a reasonable accommodation in the application process, contact .

Salary & Benefits

The annual base salary for this role is listed below.

Primary Location

Waterloo, Ontario

Salary range is expected to be between

$49,575.00 CAD - $82,625.00 CAD

If you are applying for this role outside of the primary location, please contact for the salary range for your location. The actual salary will vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training. Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.

Manulife offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plans. We also offer eligible employees various retirement savings plans (including pension and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in Canada includes holidays, vacation, personal, and sick days, and we offer the full range of statutory leaves of absence. If you are applying for this role in the U.S., please contact for more information about U.S.-specific paid time off provisions.