Bilingual Inforce Policy Specialist

About the role

Manulife is hiring a bilingual Inforce Policy Specialist in Halifax, Nova Scotia. The role handles customer inquiries about policies and billing, communicates with business areas on resolution details and contributes to team performance targets. The position is listed as hybrid (#LI-HYBRID).

Key responsibilities

• Handle sensitive issues to ensure customer satisfaction.
• Provide detailed oral and written communication to business areas on inquiry resolutions.
• Identify customers' needs, clarify information, research each issue and propose solutions or alternatives.
• Apply premium payments and deposits to policies.
• Facilitate changes in payment mode, banking details and pre-authorized checks.
• Process wire, refund, suspense clearing, premium offset and chargeback transactions.
• Respond to general billing and policy change inquiries.
• Conduct research and histories, and contribute to individual and team performance objectives through high-quality service and operational excellence.

Required profile

• Bilingualism in French and English is required, to support clients from jurisdictions outside Quebec.
• Post-secondary education or equivalent work experience.
• Previous experience in the customer service industry is preferred.

Required skills

• Knowledge of Mainframe systems is an asset.
• Experience with Living Benefits and Life Benefits is a strong asset.
• Excellent verbal and written communication, keen attention to detail and strong analytical abilities.
• Ability to learn quickly, work efficiently in a fast-paced environment and collaborate effectively.

What we offer

• Salary range of $42,525 to $70,875 CAD, depending on location and qualifications.
• Incentive programs tied to business and individual performance.
• Benefits including health, dental, mental health, vision, disability, life and AD&D insurance, retirement savings plans and paid time off.