Bilingual Claims Adjudicator - Living Benefits

Are you looking for unlimited opportunities for development and success? How about helping our clients achieve their dreams and aspirations by doing work that is challenging and has a positive impact in a flexible and collaborative environment? To succeed in our claims department, you must have a passion for making a difference in the lives of our clients! You are a dynamic, optimistic, and creative person with a strong interest in customer service as part of your role.

You must also have the demonstrated ability to think outside the box to find solutions and identify opportunities to improve our processes and the customer experience. You embrace change, love to innovate, are resourceful, and thrive by advancing our company with new ideas. You have a burning desire to succeed, and we offer a work environment that allows you to enhance your skills and achieve your goals.

We are currently seeking a Bilingual Claims Adjudicator for Living Benefits, serving clients across Canada. The product lines include individual critical illness insurance, life insurance premium waivers, and long-term care contracts. The successful candidate will be willing to work as part of a team and motivated to provide exemplary customer service to our clients.

Position Responsibilities:

• Establish and maintain top-tier customer service for policyholders, agents, and marketing centers.

• Manage ongoing claims by requesting, if necessary, medical or financial documents or additional examinations, and consult specialists from all sectors.

• Review claim and pricing files to verify the accuracy of information related to medical history, exclusions, and endorsements, and administer protection supplements, premium waivers, and other contractual guarantees.

• Record information in files to maintain an accurate record of the steps in the claims processing.

• Obtain the appropriate information and verify contractual provisions to confirm eligibility.

• Accurately record information in the system to ensure the accuracy of reserve calculations.

Required Qualifications:

• Bilingual (French & English) is required - The successful candidate will be required to communicate in English and French in order to support clients from various jurisdictions outside of Quebec.

• University degree in a relevant discipline or equivalent work experience.

• 2 to 3 years of experience or more in claims processing, preferably in the field of disability insurance and critical illness insurance.

Preferred Qualifications:

• Customer Service and Communication: Ability to offer customer-focused service with ease in negotiation, as well as strong oral and written communication skills for interacting with various stakeholders, including internal and external clients, claimants, brokers, doctors, employees, hospitals, investigators, and lawyers.

• Technical Knowledge: Good practical knowledge of health issues, medical terminology, and the pricing process, along with experience in interpreting financial documents and fair claims practices.

• Stress Management and Adaptability: Ability to react constructively and resolutely in stressful and emotional situations, with an aptitude for adapting positively to change.

• Analytical and Decision-Making Skills: Analytical skills to evaluate conflicting information and determine risks, with a recognized ability to make quick and justified decisions under pressure.

• Legal and Language Knowledge: Practical knowledge of government legislation, legal precedents, the Insurance Act, and the Quebec Civil Code, as well as the ability to communicate in Cantonese and Mandarin, considered an asset.

When you join our team:

• We’ll empower you to learn and grow the career you want.

• We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.

• As part of our global team, we’ll support you in shaping the future you want to see.

#LI-REMOTE

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 https://www.manulife.com/en/about/our-story.html.

Manulife 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 recruitment@manulife.com.

Salary range is expected to be between

If you are applying for this role outside of the primary location, please contact recruitment@manulife.com for the salary range for your location. 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. 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 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 recruitment@manulife.com for more information about U.S.-specific paid time off provisions.