Serve as a primary point of contact for Annuitants, Advisors, and internal business partners.
Act as a subject matter expert in the administration of Manulife’s Annuity products.
Execute complex transactions within Annuity record‑keeping systems.
Process customer-directed changes and handle escalated cases.
Maintain current knowledge of changes & upcoming initiatives impacting business processes.
Investigate and resolve escalated inquiries and analyze issues.
Provide recommendations and support initiatives enhancing operational effectiveness and service quality.
Ensure responsibilities are completed within established service level agreements (SLAs).

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.
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.
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.

Bilingual Annuity Service Specialist

About this role