Annuity Services Coordinator

The Annuity Services Team is part of the Claims and Underwriting Organization, partnering with administrative groups in providing investors with quality operational services. These services include the processing of financial and non-financial transactions and handling outbound and inbound communications to clients and advisors. Our strong focus on customer service is reflected in our vision: to be an industry service leader by exceeding customer expectations through the strength of our people and technology.

Key Accountabilities:

Provide support relating to Manulife Annuity products, VAPS/APV & related systems, Verification of Annuitant (VOA) program and Client Confirmation Program (CCP) including but not limited to the following:

• Respond to inquiries from key internal business partners, clients and advisors by way of email, phone or fax
• Responsible for assigning cases to the appropriate queues and specialists
• Responsible for updating back-office system in an accurate and timely manner
• Provides support and processes requests through the Verification of Annuity Program
• Perform periodic system requirement reviews and support system updates by performing hands on user testing as required
• Contribute to department projects and special initiatives as required
• Expectation of measures around accuracy and service excellence are met
• Identify gaps or errors in the knowledge databases and provide feedback/corrections to documentation, procedures etc.

Provide Call Centre & other service partner teams with immediate first call resolution (FCR)

Job Requirements (Knowledge/Skills/Competencies):

• Prior administrative experience within a retail investments operational environment
• Strong understanding of Annuity and/or Structured Settlement products
• Expertise with VAPS and/or APV (considered an asset)
• Ability to organize & prioritize work in a high-volume area and adhere to strict timelines
• Proven investigative and problem-solving skills, with an ability to be resourceful in identifying issues and solutions
• Demonstrated ability to be flexible and exercise judgment in a changing environment
• Demonstrated ability to develop and maintain positive cross-department relationships to attain collaborative solutions
• Strong Analytical and decision-making skills
• Attentiveness to detail
• Excellent communication skills both written and oral (Bilingualism is an asset)
• Excellent collaborative skills
• Excellent team player

Note: Flexibility with respect to overtime may be required

Key Problems/Challenges:

• Adhering to multiple and sometimes directly competing timelines for a variety of initiatives as assigned.
• Interpreting unclear/unfamiliar expectations from clients with confidence and patience.
• Manage time effectively within a high volume and less structured work environment while dealing with multiple cases with varied priorities in a detailed and timely manner.
• Maintaining processing expertise, broad knowledge and keeping current with our systems and products in our rapidly changing environment.
• Adhering to Quality & Productivity benchmarks and expectations where applicable.

Scope (Dimensions & Organizational Impact):

This role has the authority to:

• Potential for direct delivery coaching and training
• Address issues and concerns determined through trend analysis and make recommendations and/or communicate to leaders to achieve suitable problem resolution and implementation

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.