[Hiring] Bilingual Annuity Service Specialist @Manulife

Role Description

The Bilingual Annuity Service Specialist serves as a primary point of contact for Annuitants, Advisors, and internal business partners, acting as a subject matter expert in the administration of Manulife’s Annuity products. In this role, the Specialist is responsible for executing complex transactions within the Annuity record‑keeping systems, processing customer-directed changes, and handling escalated cases. The Specialist is expected to maintain a current knowledge of changes & upcoming initiatives that may impact business processes and supports the timely adoption of new and updated industry & product standards when appropriate.

The role also includes investigating and resolving escalated inquiries, analyzing issues, providing recommendations, and supporting initiatives that enhance operational effectiveness and service quality. Responsibilities must be completed within established service level agreements (SLAs).

Position Responsibilities:

• Provide support and process requests related to Manulife annuity products, associated systems (VAPS/APV), the Verification of Annuitant (VOA) Program, and the Client Confirmation Program (CCP).
• Conduct searches for missing clients, liaising with family members, when necessary, to ensure timely payment delivery or death claim processing.
• Respond to inquiries from internal business partners, clients, and advisors via email, phone, or fax.
• Assign cases to appropriate queues and specialist teams.
• Update back-office systems accurately and in a timely manner.
• Conduct periodic system requirement reviews and support system updates through hands-on user testing.
• Contribute to departmental projects and special initiatives.
• Meet accuracy, quality, and service excellence expectations.
• Identify gaps in knowledge databases and recommend updates to documentation and procedures.
• Support call centre and service partner teams by providing first-call resolution (FCR) wherever possible.

Qualifications

• Proven ability to deliver high-quality, phone-based customer service to clients and advisors.
• Previous administrative experience within a retail investments or operational environment.
• Bilingual (French & English) is required - The successful candidate will be required to communicate in English and French in order to support clients from various jurisdictions outside of Quebec.

Requirements

• Strong understanding of Annuity and/or Structured Settlement products (asset).
• Experience with Annuity payments systems - VAPS and/or APV (asset).
• Strong organizational skills with the ability to prioritize in a high-volume environment and meet strict timelines.
• Demonstrated investigative, analytical, and problem‑solving abilities.
• Effectively manage multiple, and at times competing, deadlines across a range of operational initiatives.
• Flexibility and sound judgment in a dynamic environment.
• Strong collaborative skills and the ability to build effective cross-department relationships.
• High attention to detail and accuracy.
• Ability to work effectively as part of a team.
• Flexibility to work overtime based on business needs.

Benefits

• 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.

Company Description

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 our story .

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.