Bilingual Policy Specialist

About the role

Manulife is hiring a bilingual Policy Specialist in Montreal, Quebec, to handle customer inquiries and manage policy transactions. The position is listed as hybrid (#LI-HYBRID) and is an existing vacancy. Candidates must be fully bilingual in English and French to support clients from jurisdictions outside Quebec.

Key responsibilities

• Handle sensitive issues to ensure customer satisfaction.
• Communicate orally and in writing with business areas about inquiry resolutions.
• Identify customers' needs, clarify information, research each issue and propose solutions or alternatives.
• Respond to Inforce Insurance inquiries with detailed policy research and historical account reviews.
• Facilitate billing and payment transactions, including banking updates, premium mode changes, pre-authorized debit (PAD) changes, deposit applications and other payment requests.
• Process disbursements such as policy surrenders, withdrawals, loans, fund transfers and other payouts.
• Manage policy changes such as name changes, face amount decreases, coverage deletions and cost of insurance changes.
• Meet personal and team qualitative and efficiency targets.

Required profile

• Previous experience in the customer service industry.
• CÉGEP or post-secondary education, or equivalent work experience.
• Ability to work efficiently in a quick-paced, ever-changing environment and strong interpersonal skills.

Required skills

• Excellent verbal and written communication skills.
• Full bilingualism (English and French).
• Preferred: keen attention to detail, analytical ability, proficiency with computers and keyboarding, and a proactive, customer-centred approach.

What we offer

• Expected salary range of $45,900 to $76,500 CAD, varying with location and qualifications; incentive programs tied to performance.
• Customizable benefits including health, dental, mental health, vision, disability, life and AD&D insurance, retirement savings plans and paid time off.
• Work from home possibilities based on performance.