Job Title: Annuity Service Coordinator

Company: Manulife

Industry: Insurance

Seniority Level: Entry level

Employment Type: Full-time

Job Functions: Other

Working Arrangement: Remote

Job Description:

About Manulife: Manulife is a leading financial services provider dedicated to simplifying decisions and improving lives globally. Join our Winning Team and be part of a workplace that values health, respect, meaningful challenges, and the thriving of all its members. Grow your career, make an impact, and drive real change with us.

Position Overview: As an Annuity Service Coordinator, you’ll be part of the Claims and Underwriting Organization, ensuring the seamless maintenance of Annuity contracts. This role focuses on customer service excellence, responding to client and advisor inquiries, managing annuity contracts, and supporting various initiatives for operational effectiveness.

Responsibilities:

• Respond to inquiries from internal partners, clients, and advisors via email, phone, or fax.
• Assign cases to appropriate queues and specialists.
• Update back-office systems accurately and promptly.
• Support the Verification of Annuity Program and Client Confirmation Program.
• Perform periodic system requirement reviews and assist with system updates.
• Contribute to department projects and special initiatives.
• Ensure accuracy and service excellence meet expectations.
• Identify gaps in knowledge databases and provide feedback for improvements.
• Provide immediate first-call resolution to Call Centre and other service partner teams.

Impact Creation: The Service Coordinator is the primary contact for administrative processing related to Annuity contracts, playing a key role in meeting customer needs. This position supports initiatives focused on operational effectiveness, cost-effective service delivery, and timely adoption of new industry and product standards.

Qualifications:

• Bilingual (French & English) is required.
• Prior administrative experience in 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 and prioritize work in a high-volume area.
• Proven investigative and problem-solving skills.
• Flexibility and ability to exercise judgment in a changing environment.
• Strong analytical and decision-making skills.
• Attention to detail.
• Excellent communication skills both written and oral (Bilingualism is an asset).
• Excellent collaborative and team player skills.

Challenges:

• Adhering to multiple competing timelines for various initiatives.
• Interpreting unclear/unfamiliar expectations with confidence and patience.
• Managing time effectively within a high volume and less structured work environment.
• Maintaining processing expertise in a rapidly changing environment.
• Adhering to Quality & Productivity benchmarks.

Scope (Dimensions & Organizational Impact): This role has the authority to provide direct delivery coaching and training, address issues through trend analysis, and make recommendations for suitable problem resolution.

What We Offer:

• Competitive salary and benefits packages.
• Growth trajectory with opportunities for professional development.
• Flexible work policies and strong work-life balance.
• A values-first culture that promotes diversity, equity, and inclusion.
• A focus on corporate citizenship with a positive social and environmental impact.

Application Process: Visit our website to apply and discover how Manulife values diversity, fosters an inclusive workplace, and ensures equal-opportunity employment.

Note: Flexibility concerning overtime may be required.

Join us and contribute to a workplace where everyone thrives!

Salary & Benefits: The annual base salary for this role ranges between $41,925.00 CAD – $69,875.00 CAD, with additional incentives based on business and individual performance.

Primary Location: CAN, Ontario – Full Time Remote

If you are applying for this role outside of the primary location, please contact recruitment@manulife.com for the salary range for your location.

Manulife is an Equal Opportunity Employer.

Please contact recruitment@manulife.com to request reasonable accommodation during the application process.