Overview
Bilingual Annuity Service Specialist Jobs in Montreal, Canada at Manulife Financial Corporation
Location: Montreal
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:
Act as a subject matter expert on Manulife Annuity products and related administrative systems.
Ensure annuity payments are issued accurately and on schedule, meeting all client commitments.
Collaborate with Annuitants, Powers of Attorney, Trustees, Advisors, and internal teams-including Policy Control, Call Centre, and Product.
Process financial and non-financial changes as requested from clients or advisors within established timelines.
Review and validate Power of Attorney documentation to ensure proper authority is on file.
Conduct searches for missing clients, liaising with family members, when necessary, to ensure timely payment delivery or death claim processing.
Investigate and resolve cases involving Unclaimed Property, ensuring appropriate follow‑up and documentation.
Contribute to department projects, continuous improvement initiatives, and special assignments.
Handle escalations from internal business partners and service stakeholders, ensuring effective and timely resolution.
Support front-line teams such as the Call Centre by providing expert guidance and achieving first-call resolution where possible.
Required 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.
Preferred Qualifications:
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.
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.
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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
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…
Title: Bilingual Annuity Service Specialist
Company: Manulife Financial Corporation
Location: Montreal, Canada
Category:
