Inforce Case Coordinator
Inforce Case Coordinator
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Job Description
The Inforce Coordinator is a key part of our Coordination team dedicated to building lasting relationships and delivering exceptional service. This key role supports our select MGA National Account Back offices and Elite Advisors who generate 80% of our insurance revenue by providing personalized and priority service.
Crosstrained across our insurance product line the Coordinator embodies Manulifes values in every interaction: initiative collaboration customercentricity ambition integrity and humanity. Empathetic professional and highly organized the Coordinator effectively links internal processes and teams to satisfy distributors. By putting the customer at the heart of their actions they strive to build strong relationships and ensure exceptional service within the Canadian sector.
Position Responsibilities:
Request Management: Acknowledge manage and process requests related to inforce insurance contracts through dedicated channels while meeting established service standards.
Customer Relationship and Service: Create an exceptional service experience by prioritizing requests building meaningful relationships with distributors and promoting Manulifes digital tools.
Communication and Collaboration: Work closely with internal teams to facilitate the implementation of complex processes resolve cases quickly and keep stakeholders informed.
Issue and Efficiency: Resolve requestrelated issues by taking full ownership of the process sharing knowledge with peers to balance the workload and proposing improvements for a better distributor experience.
Proactive Assessment and Action: Assess business and compliance risks and take appropriate action. Recommend changes to reduce waste and improve process efficiency for distributors.
Required Qualifications:
Typically postsecondary 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
Preferred Qualifications:
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 Manulifes 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 Manulifes customer strategies; working knowledge of Canadian Individual Life Insurances 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.
When you join our team:
Well empower you to learn and grow the career you want.
Well recognize and support you in a flexible environment where wellbeing and inclusion are more than just words.
As part of our global team well support you in shaping the future you want to see.
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About Manulife and John Hancock
Manulife Financial Corporation is a leading international financial services provider helping people make their decisions easier and lives better. To learn more about us visit 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 pregnancyrelated 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 .
Referenced Salary Location
Working Arrangement
Salary range is expected to be between
$51375.00 CAD $85625.00 CADIf 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 jobrelated 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 longterm 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 paid time off provisions.
Required Experience:
IC
Employment Type
Full-Time
