Insurance Case Coordinator - Manulife Wealth

Manulife Wealth Insurance Services Inc (MWISI) currently has a position available for an Insurance Case Coordinator. While supporting Manulife and other insurance carriers, this position is responsible for the coordination of business received from both MSII and 3rd party Independent Advisors.

This position is the MGA “Back Office” for MWISI and 3rd party Independent Advisors. It will serve as the central channel for advisors to submit their New Business and In-Force Insurance business for any of the insurance carriers supported by MWISI. This position greatly impacts advisor retention as well as advisor sales. It will be a key influencer as to the level of business growth that each advisor places through the MWISI.

Position Responsibilities:

• Build relationships and rapport with advisors by being their advocate, anticipating their needs and being their consistent point of contact during the New Business and In-Force processes.

• Ensure New Business and In-Force applications move through the various stages accurately and within service standards.

• Proactively order medical evidence and review all incoming applications and attachments for correct and complete information to ensure prompt processing, reduce the risk of mismatched mail, and to ensure contracts are being issued without errors.

• Promptly working with advisors or related head office departments to correct identified errors in applications or processes.

• Assume ownership of files assigned while effectively prioritizing the work based on urgencies. Influence internal clients to meet pre-established service standards

• Maintain up to date and comprehensive case notes summarizing actions taken and inquiries received.

• Promptly escalate any complex service issues or complaints for immediate attention and resolution.

WealthServ Task Management 

• Check and prioritize WealthServ tasks daily.

• Follow up with relevant departments and update tasks.

• Close tasks once completed.

New Business Application Processing

• Review and update policy information on WealthServ and carrier websites.

• Verify and order underwriting (U/W) requirements as needed.

• Communicate with advisors and carriers regarding application status.

• Create and follow up on New Business tasks.

Email Handling and Coordination

• Manage shared mailbox and prevent duplicate requests.

• Verify policy status and process requests with carriers.

• Communicate updates to advisors and create relevant tasks on WealthServ.

• Ensure accurate documentation of email communications for productivity tracking.

Contract Management

• Process incoming contracts and verify policy details.

• Create and save cover memos.

• Communicate contract delivery and update tasks on WealthServ.

Policy Updates and Requests

• Process address changes, surrender requests, and ownership changes.

• Update policy details and create tasks on WealthServ.

Medical and Underwriting Requirements

• Order necessary medical requirements based on carrier guidelines.

• Update status and communicate with advisors regarding medical appointments.

AOR (Agent of Record) Requests

• Verify and process AOR requests, ensuring advisor codes are accurate.

• Communicate with carriers and advisors regarding AOR processing.

Data Entry and Policy Creation

• Enter premium amounts and create policy entries on WealthServ.

• Prevent duplicate entries and ensure accuracy in policy documentation.

Service Level Agreement (SLA) Monitoring

• Track and adhere to SLAs for processing times for AORs, U/W decisions, contracts, deliveries, and application reflections on WealthServ.

• Conversions and Additional Tasks

• Manage cheque processing and conversion tasks as required.

Required Qualifications:

• University Degree, College Diploma or equivalent working experience preferred

• 2 – 3 years in Financial Services industry, preferable MGA, Dealer or broker environments.

• Negotiation and problem-solving skills

• Excellent written and verbal communication skills, using clear language and the ability to ask probing questions.

• Ability to obtain or give information in situations which require tact, diplomacy, or persuasion.

• Proven customer service experience, with the ability to communicate effectively and professionally with all levels of management.

• Proven ability to be a team player with strong interpersonal skills.

• Adaptable and able to deal with ongoing change management

• Ability to identify when exceptions are required and to appropriately escalate in order to provide superior customer service.

• Ability to research, identify a problem and provide input to finding a solution.

• Exceptional organizational skills.

• Attention to detail.

• Knowledge of individual insurance, insurance terminology and products are 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.

The role being advertised is an existing vacancy.

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 [email protected].

Referenced Salary Location

Salary range is expected to be between

Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance. 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. If you are applying for this role outside of the primary location, please contact [email protected] for the salary range for your location.

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 [email protected] for more information about U.S.-specific paid time off provisions.

We use data and analytics technologies, such as artificial intelligence (AI), and automated processing tools, to analyze and process the information you provide to us or third parties in the application process. For more information, please refer to our personal information collection statement.