We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive. Discover how you can grow your career, make impact and drive real change with our Winning Team today.

Job Description

Are you looking for unlimited opportunities to develop and succeed? With work that challenges and makes a difference and a flexible and supportive environment, we can help our customers achieve their dreams and aspirations.

To be successful in our claims department you must have a passion for making a difference in our customer's lives! You will be a dynamic, positive, customer service-oriented and creative individual in your work. You will also need to have an aptitude and demonstrated ability to think outside of the box to provide solutions and identify opportunities to improve our processes and customer experience. You are a change-maker, innovative, resourceful, and thrive on pushing our company forward with fresh ideas. You are hungry for success and we foster a working environment where you can grow your skills and achieve your goals.

We are currently seeking a Living Benefits Claims Adjudicator for a client base across Canada. Product lines include Critical Illness, Return of Premium on Death, and Long Term Care Policies. The successful candidate must be able/willing to work in a team environment and be motivated to maintain exemplary customer service to our clients.

Responsibilities

• Establish and maintain superior customer service to policyholders, agents, and marketing centers

• Manage ongoing claims by requesting further medical, or investigations as required and consult with specialists in all areas.

• Review claims and underwriting files for proper disclosure of past medical history, exclusions, riders, and endorsements; administer policy enhancements, premium waiver, and other policy benefits

• Document the claim file to ensure an accurate record of events that transpire in the claim handling

• Obtain proper file information and review with policy provisions to verify eligibility

• Accurately maintain claim records on the system to ensure the accuracy of reserve calculations

How will you create impact?

The Claims Adjudicator is the primary point of contact for our clients. They collect all the information required by the company, the law, and the regulations to process claims while maintaining the highest level of professionalism and customer satisfaction.

What motivates you?

• You obsess about customers, listen, engage and act for their benefit.

• You think big, with curiosity to discover ways to use your agile approach and enable business outcomes.

• You thrive in teams and enjoy getting things done together.

• You take ownership and build solutions, focusing on what matters.

• You do what is right, work with integrity and speak up.

• You share your humanity, helping us build a diverse and inclusive work environment for everyone

What we are looking for

• Bilingual (English & French) an asset.

• A university degree in any discipline or equivalent work experience is an asset.

• 2-3+ years’ experience in adjudicating claims, preferably disability and critical illness.

• Customer service-oriented individual with negotiating skills is essential.

• Excellent interpersonal skills with good oral and written communication skills for use in dealing with internal and external customers, claimants, brokers, physicians, employees, hospitals, investigators and lawyers.

• Must have a good working knowledge of medical conditions and terminology, as well as experience in the interpretation and application of financial documentation and fair claims practices.

• Ability to respond constructively and decisively in high-pressure or emotional situations and to respond positively to change.

• Working knowledge of government legislation and legal precedents, the Insurance Act and/or Quebec Civil Code is an asset.

• Good working knowledge of the underwriting process.

• Ability to thrive in a high-energy culture.

• Good analytical skills to evaluate conflicting information from various key sources to assess risk in making timely and effective decisions with appropriate.

• Proven ability to make decisions and handle pressure.

• Continuous improvement mindset.

• Ability to communicate in Cantonese and Mandarin is an asset.

• You do the right thing – you can effectively communicate client and business impact, both written and verbal; you clearly articulate business needs between technical and non-technical resources as well as present strategy and vision to management.

• You think big – you are a strategic thinker with the ability to think conceptually beyond day-to-day business realities and to effectively consider downstream impacts.

• You get it done together – you have a proven track record of building strong relationships and collaboration.

• You own it – you make it happen, are accountable and you find solutions.

• You obsess about customers – you have a passion for effortless customer service, and you keep that in the forefront of any initiatives you work on.

• You share your humanity – you like being part of a collaborative team and are open to diverse perspectives...and of course, you like to have some fun at work.

What can we offer you?

• A competitive salary and benefits packages.

• A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.

• A focus on growing your career path with us.

• Flexible work policies and strong work-life balance.

• Professional development and leadership opportunities.

Our commitment to you

• Values-first culture: We lead with our Values every day and bring them to life together.

• Boundless opportunity: We create opportunities to learn and grow at every stage of your career.

• Boundless opportunity: We invite you to help redefine the future of financial services.

• Delivering the promise of Diversity, Equity and Inclusion: We foster an inclusive workplace where everyone thrives.

• Championing Corporate Citizenship: We build a business that benefits all stakeholders and has a positive social and environmental impact.

#LI-REMOTE

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Asia, Canada, and Europe, and primarily as John Hancock in the United States. We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups and institutions. At the end of 2022, we had more than 40,000 employees, over 116,000 agents, and thousands of distribution partners, serving over 34 million customers. At the end of 2022, we had $1.3 trillion (US$1.0 trillion) in assets under management and administration, including total invested assets of $0.4 trillion (US $0.3 trillion), and segregated funds net assets of $0.3 trillion (US$0.3 trillion). We trade as ‘MFC’ on the Toronto, New York, and the Philippine stock exchanges, and under ‘945’ in Hong Kong.

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 .

The annual base salary for this role is listed below.

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.