Acknowledge, manage, and respond to Inforce Insurance inquiries on all product lines via dedicated e-mail ID’s and toll-free number within established service standards
Create an outstanding service experience with the goal of prioritizing and handling their inquiry
Develop meaningful relationships with our distributors by making it easier, faster and better to do business with Manulife
Educate and promote Manulife’s tools, resources, digital and self-serve opportunities with distributors
Effectively communicate and collaborate with internal teams to facilitate complex processes and case resolution across multiple areas, ensuring timely execution of all requests, while keeping your contacts continually informed
Resolve any problems or bottlenecks that occur with an inquiry by taking full accountability from start to finish and only closing the case once satisfactory resolution has been achieved
Consistently maintain high performance targets while demonstrating the highest level of professionalism and empathy
Support peers by sharing knowledge and work across the team to balance volume and service levels
Proactive and forward thinking to make recommendations for change, reduce waste and improve the overall distributor experience
Identify process enhancements and raise concerns from distributors to ensure we are focused on opportunities that make doing business easier and more valuable for our distributors
Assess business, compliance and reputation risk and take appropriate action

Typically, post-secondary education or equivalent work experience
Typically have 2+ years progressive customer service skills
Sound insurance knowledge across all Insurance product lines including legacy products is an asset

Insurance Inforce Case Coordinator

About this role