Manulife is a multinational Canadian financial services company operating across insurance and finance. Its offerings include life and health protection, retirement planning, and investment solutions, with John Hancock serving as a major U.S. brand. The company combines its global operations with a focus on digital innovation, artificial intelligence, sustainability, and inclusive growth. Its worldwide careers presence supports opportunities across the teams that develop financial products, serve customers, and advance these strategic priorities.
Bilingual Insurance Policy Specialist - Montreal Hybrid
Serve Manulife customers by resolving in-force insurance inquiries and processing policy transactions in a bilingual Montreal hybrid role. Manage billing, disbursements, policy updates, and customer resolutions.
Description
- Resolve sensitive customer matters with a focus on satisfaction
- Communicate inquiry resolutions clearly and thoroughly to business areas, both verbally and in writing
- Assess customer needs, clarify details, investigate issues, and recommend solutions or alternatives
- Respond to and manage inquiries about in-force insurance policies
- Research policy details and review historical account information
- Process billing and payment requests, including banking updates, premium frequency changes, PAD updates, deposit applications, and related transactions
- Complete disbursements such as policy surrenders, withdrawals, loans, fund transfers, and other policy payouts
- Process policy maintenance requests, including name changes, face amount reductions, coverage removals, cost of insurance changes, and other updates
- Achieve individual and team quality and efficiency goals
Requirements
- Strong verbal and written communication abilities
- Prior experience in customer service
- Fluency in both French and English
- CEGEP or other post-secondary education, or equivalent professional experience
- Careful attention to detail and strong analytical skills
- Proficiency with computers and keyboarding
- Ability to learn and apply information quickly
- Effective interpersonal skills
- Ability to work professionally and efficiently in a fast-moving, changing environment
- Customer-focused approach
Benefits
- Work-from-home opportunities may be available based on performance
- Flexible and supportive workplace
- Resources for learning and career development
- Health insurance
- Dental insurance
- Mental health coverage
- Vision insurance
- Short- and long-term disability coverage
- Life and AD&D insurance
- Adoption and surrogacy benefits
- Wellness benefits
- Employee and family assistance programs
- Retirement savings plans
- Pension
- Global share ownership plan with employer matching contributions
- Financial education and counseling resources
- Paid holidays
- Vacation days
- Personal days
- Sick days
- Statutory leaves of absence
- Incentive programs and compensation linked to business and individual performance