The Plan Member Administrator I is an entry-level operations role responsible for the accurate and timely administration of Group Benefits plan member records. The role supports enrollment and eligibility processes by maintaining member information, processing transactions, and ensuring compliance with company policies, service standards, and regulatory requirements. The incumbent contributes to a positive customer experience through efficient execution of routine administrative functions while maintaining a high level of quality and accuracy.

Key Responsibilities

• Process plan member transactions accurately and within established turnaround times and service levels.
• Set up and maintain member eligibility records in administration systems.
• Process enrollments, terminations, reinstatements, beneficiary updates, and member information changes.
• Verify the completeness and accuracy of supporting documentation before processing transactions.
• Review member records and identify discrepancies requiring correction or follow-up.
• Maintain accurate documentation and audit trails for all completed transactions.
• Respond to routine inquiries from internal and external stakeholders in a professional and timely manner.
• Escalate complex issues, exceptions, or system concerns to appropriate support teams.
• Adhere to established policies, procedures, compliance requirements, and privacy standards.
• Participate in quality reviews, coaching sessions, training programs, and continuous improvement initiatives.
• Meet individual productivity, quality, and customer service targets.
• Support operational projects and departmental initiatives as assigned.

Skills & Competencies

• Strong attention to detail and commitment to quality.
• Excellent organizational and time-management skills.
• Ability to interpret and follow documented procedures and guidelines.
• Strong analytical and problem-solving abilities.
• Effective verbal and written communication skills.
• Ability to work independently and collaboratively within a team environment.
• Customer-focused mindset with a commitment to delivering excellent service.
• Ability to manage multiple priorities and perform effectively in a fast-paced environment.
• Adaptability and willingness to learn new processes, systems, and technologies.
• Proficiency in Microsoft Office applications and business systems.

Qualifications & Experience

• Bachelor's degree or equivalent combination of education and work experience.
• Prior experience in insurance, benefits administration, shared services, operations, or customer service is an asset.
• Strong computer literacy and ability to navigate multiple systems simultaneously.
• Demonstrated ability to maintain confidentiality and handle sensitive information appropriately.
• Strong English communication skills, both written and verbal.
• Ability to consistently achieve quality and productivity expectations.

Performance Expectations

• Achieve established productivity and service level targets.
• Maintain quality and accuracy standards with minimal errors.
• Adhere to operational policies, procedures, and compliance requirements.
• Demonstrate accountability, collaboration, and professionalism in daily work.
• Contribute to team goals, process improvements, and a positive work environment.
• Support Manulife's commitment to delivering exceptional customer experiences.

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.

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 https://www.manulife.com/en/about/our-story.html.

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 [email protected].