Bilingual Annuity Service Specialist
$52,650–$87,750 year
RemoteQuébec, Quebec, Canada
Job Summary
Execute complex transactions within Manulife's Annuity record-keeping systems and process customer-directed changes while handling escalated cases. Conduct searches for missing clients and liaise with family members to ensure timely payment delivery or death claim processing. Respond to inquiries from internal business partners, clients, and advisors via email, phone, or fax, assigning cases to appropriate queues and updating back-office systems accurately. Investigate and resolve escalated inquiries by analyzing issues, providing recommendations, and supporting initiatives that enhance operational effectiveness. Meet accuracy, quality, and service excellence expectations within established service level agreements, including first-call resolution where possible. Maintain current knowledge of product changes and upcoming initiatives to support the timely adoption of new industry and product standards.
Required Qualifications
- 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)
- Flexibility to work overtime based on business needs
Desired Qualifications
- Strong understanding of Annuity and/or Structured Settlement products
- Experience with Annuity payments systems - VAPS and/or APV
- 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
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.