Are you looking for a supportive, collaborative workplace with great teams and inspiring leaders? You’ve come to the right place. We’re looking for ambitious people who share our values and want to make every day better for people around the world. If this sounds like you, and the career below sounds exciting, we’d like to hear from you.

Job Description

The Opportunity

Are you passionate about working with customers, building relationships, and being part of a growing business? Then we would love to have you join our Long-Term Care Moments that Matter team as a Claim Coordinator.

With the customer as the focus, this role will take a proactive approach to every customer interaction, to ensure a high-quality Manulife/John Hancock experience.

• Outstanding customer focus; experience working in customer service environment
• Ability to review, evaluate, and process documents
• Possess excellent problem-solving abilities
• Must have high attention to detail with strong organization and analytical skills
• Ability to effectively communicate orally and in writing with customers, colleagues, management, and with external vendors in a courteous and professional manner
• Demonstrate initiative
• Able to troubleshoot and problem solve independently

Responsibilities

• Promote digital options to include Storefront registration, virtual assessment, direct deposit, etc.
• Assist with LTC Digital Storefront Registration
• Track claims in the applicable claim system during the eligibility process
• Compose and prepare routine correspondence
• Conduct follow-up callouts or communicate via email
• Follow-up with vendors regarding outstanding requirements
• Escalate with internal and external resources when needed
  

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

A customer care coordinator will demonstrate a seamless claims journey, by being responsible for handling the claims process, that may include investigation and resolution.

• Post-secondary education or high school diploma
• Customer Service or Financial Services experience a plus
• Ability to thrive in a lively working environment and manage multiple tasks
• Outstanding verbal communication skills and strong telephone etiquette
• Possess the ability to multi-task
• Flexibility and ability to adjust and succeed in a rapidly changing, fast paced call center environment
• Demonstrated problem resolution skills
• Effective listening skills
• Demonstrated computer efficiency
• Outstanding customer service skills
• Business writing skills Decision Authorities:
• Recommend process improvement enhancements to better the overall customer experience
• Clarify information, research every issue and provide solutions and/ or alternatives
• Build sustainable relationships with internal and external customers.
• Seize opportunities to offer self-service tools
  

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.
• Continuous innovation
  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-JH
#LI-Remote

Every career at Manulife/John Hancock provides the opportunity to learn new skills and move your career forward. Ready to make an impact somewhere? What are you waiting for? Apply today.

About John Hancock and Manulife

John Hancock is a unit of Manulife Financial Corporation, a leading international financial services group that helps people make their decisions easier and lives better. We operate primarily as John Hancock in the United States, and Manulife globally, including Canada, Asia and Europe. We provide financial advice, insurance and wealth and asset management solutions for individuals, groups and institutions. Assets under management and administration by Manulife and its subsidiaries were CAD$1.3 trillion (US$1.1 trillion) as of June 30, 2021. Manulife Financial Corporation trades as MFC on the TSX, NYSE, and PSE, and under 945 on the SEHK. Manulife can be found at manulife.com .

One of the largest life insurers in the United States, John Hancock supports more than 10 million Americans with a broad range of financial products, including life insurance , annuities , investments , 401(k) plans , and education savings plans . Additional information about John Hancock may be found at johnhancock.com .

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 .

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