Insurance Inforce Case Coordinator

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.

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.

Position Responsibilities:

• Acknowledge manage and respond to Inforce Insurance inquiries on all product lines via dedicated e-mail IDs and toll-free number 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 Manulifes tools resources 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 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.

Required Qualifications:

• Typically post-secondary education or equivalent work experience

• Typically have 2 years 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 Canadian Insurance segment.

• Knowing the Business: Stay current on Manulifes customer strategies; working knowledge of Canadian Individual Life Insurance 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 well-being and inclusion are more than just words.

• As part of our global team well support you in shaping the future you want to see.

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 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 .

Referenced Salary Location

Salary range is expected to be between

Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance. 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. If you are applying for this role outside of the primary location please contact for the salary range for your location.

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.