TPA Business Analyst

This role supports the Third-Party Administrators (TPA) who adjudicate claims for Group Benefits Plan Sponsors. The role reports to the Director of Operations and is a critical role that ensures that TPAs are funded for claims paid and that Underwriting has claims data for renewal rating purposes.

Position Responsibilities:

• Monitor daily electronic TPA data claims files from TPAs and follow up on any rejected items

• Work with TPAs and IS to resolve any data file processing issues

• Timely investigation and response to Treasury inquiries regarding cheques not on the issue report.

• Process stop payments/canceled cheques and claims refund (TRACS & Etreasury) as directed by the TPA

• Prepare weekly/monthly claims funding requests for TPAs

• Work with GB A/C to ensure suspense accounts are cleared promptly.

• Handle unclaimed property reporting and the monthly management of stale-dated cheques.

• Maintain cheque stock for all TPAs, providing updates to MLI Treasury and ordering cheque stock for TPAs as required.

• Manage TPA Mailbox

• Coordinate the issuance of tax slips with the Disability and Tax teams within Manulife and the TPAs.

• Ensuring positive and effective relationships are maintained with customers, particularly policyholders and producers

• Proactively working to identify shortfalls in our systems, coordinating with other staff and departments as required

• Acting as a primary customer contact on more complex proposals ensuring their needs are met

• Actively participating in the continuous improvement of business processes and service standards as required, usually as a member of a project team as required

• Acting as a mentor to new or inexperienced staff

• Identifying problems and issues on the systems or in the workflow and following them through to resolution

• Other duties as assigned

Required Qualifications:

• treasury/cash management and group insurance knowledge particularly in claims

• customer service, working with both internal and external customers in a professional manner

• ability to manage conflicting prioritize and fluctuating work volumes

• Strong communication skills, both written and verbal

• Strong analytical and problem-solving capabilities with the ability to multitask

• Very good attention to detail, and having the ability to help others resolve difficult proposal questions and issues in a timely fashion or to research issues where the solution is not clear

• Strong competency in MS Office Excel/ Word

• Post-secondary school graduation or equivalent work experience

• Minimum 3 years of work experience in the financial services industry

• Sound product knowledge across several product lines and enforce systems

• Excellent organizational skills, with the ability to prioritize under stressful and changing circumstances

• Excellent customer service, negotiation, and communication skills, both written and verbal, with the ability to communicate effectively with clients and team members, translating technical details to lay language

• Ability to maintain a “customer perspective” when dealing with customers

• Ability to communicate technical product information in customer-oriented terms

• Ability to comprehend and interpret technical details as it pertains to proposal systems and products, and apply this knowledge in varying case situations

• Ability to recognize workflow and systems problems, resolving them if possible or escalating issues as appropriate

• Sound technical knowledge of loading software packages and ability to use and interpret MLI admin systems/screens

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

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.