Manulife’s Canadian Disability and Group Life team is looking for Bilingual Disability Case Managers, this opportunity is 100% remote.

As a Disability Case Manager, you’d support our plan members across Canada in managing their claims through illness, recovery and return to work. You’d provide disability benefits and proactive case management focused on a return to work. The role involves applying critical thinking and judgment when determining whether to issue disability payments, strong analytical skills to interpret contractual wording and medical information, prioritizing work, and actioning tasks daily with a considerable amount of telephonic communication.

Our Disability Case Managers work on teams that manage Absence Management Consultative Services (AMCS), Short Term Disability (STD) or Long-Term Disability (LTD) claims. 

Position Responsibilities:

• Proactively manage a dedicated caseload in compliance with specific service level agreements and targeted turnaround times.  
• Actioning daily administrative tasks which include responding to emails and telephone calls on time.
• Assessing claims based on contractual, medical, and vocational barriers.
• Developing strong relationships through frequent collaboration with plan sponsors, plan members, treatment providers and internal partners (i.e., disability specialists, rehabilitation specialists and medical consultants) to drive cases to successful return to work or job-ready resolution.
• Writing letters to communicate pertinent benefit-related information based on analytical reasoning. 
• Demonstrating resiliency, empathy and compassion when listening and communicating with plan members including delivering difficult claims-related decisions.

Required Qualifications:

• The successful candidate will be required to communicate in English and French to support clients from various jurisdictions outside of Quebec. 
• A post-secondary diploma, CEGEP (DEC or DEP) or bachelor’s degree in a healthcare program or equivalent work experience.

Preferred Qualifications:

• The ability to make difficult decisions within tight time constraints.
• Disability management and/or Group Benefit knowledge, an asset.
• Background in a health-related field will be an asset.
• At ease with both incoming and outgoing calls.
• Strong organization and prioritization skills are required to manage different tasks.

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 Canadian Contact Center is seeking Bilingual Customer Service Representatives to join our dynamic team. The ideal candidate will thrive in a fast-paced environment, possess strong technical abilities, and demonstrate agility in handling customer inquiries. Our team values empathy and seeks individuals who are passionate about helping others. We believe in empowering employees to take initiative and grow within the company.

In our operations team, we love working together and learning from each other, all while serving customers with the highest level of dedication. That's why this role is a mix of in-office and remote work, with team members in the office on Tuesdays through Thursdays. This hybrid model not only supports work-life balance but also fosters collaboration and innovation, which are critical as we strive to grow the business. And of course, we also offer unlimited coffee to keep everyone energized and focused!

Position Responsibilities:

• Provide exceptional customer service to policyholders, agents, and other collaborators in both French and English languages through inbound calls, email, and chat.
• Handle a high volume of customer inquiries and analyze problems to provide detailed and proactive solutions.
• Leverage advanced technology and software systems to accurately record customer interactions and deliver exceptional solutions.
• Demonstrate emotional intelligence and understanding in all interactions to build positive relationships with customers and advisors.
• Stay updated on products, services, and industry regulations to provide accurate information to customers and support their financial and health goals.
• Collaborate closely with team members and other departments to resolve complex customer issues and seek support when required.

Required Qualifications:

• Bilingual (verbal & written proficiency) in both French and English due to frequent interaction with internal/external English-speaking customers or employees outside of Quebec.
• Proven experience working in a fast-paced customer service environment.
• Strong technical skills and ability to navigate multiple computer systems and software applications.

Preferred Qualifications:

Empower:

• Ability to inspire confidence in customers.
• A proactive attitude towards learning and self-improvement.

Serve:

• Genuine desire to help and serve customers.
• Flexibility to handle a variety of customer inquiries and issues.

Grow:

• Willingness to collaborate and support team members.
• Commitment to personal and professional growth, including seeking feedback and learning opportunities.

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.