The Bilingual Annuity Service Specialist serves as a primary point of contact for Annuitants, Advisors and internal business partners, acting as a subject matter expert in the administration of Manulife’s Annuity products. In this role, the Specialist is responsible for executing complex transactions within the Annuity record‑keeping systems, processing customer-directed changes, and handling escalated cases. The Specialist is expected to maintain a current knowledge of changes & upcoming initiatives that may impact business processes and supports the timely adoption of new and updated industry & product standards when appropriate.

The role also includes investigating and resolving escalated inquiries, analyzing issues, providing recommendations, and supporting initiatives that enhance operational effectiveness and service quality. Responsibilities must be completed within established service level agreements (SLAs).

Position Responsibilities:

• Provide support and process requests related to Manulife annuity products, associated systems (VAPS/APV), the Verification of Annuitant (VOA) Program, and the Client Confirmation Program (CCP).

• Conduct searches for missing clients, liaising with family members, when necessary, to ensure timely payment delivery or death claim processing.

• Respond to inquiries from internal business partners, clients, and advisors via email, phone, or fax.

• Assign cases to appropriate queues and specialist teams.

• Update back-office systems accurately and in a timely manner.

• Conduct periodic system requirement reviews and support system updates through hands-on user testing.

• Contribute to departmental projects and special initiatives.

• Meet accuracy, quality, and service excellence expectations.

• Identify gaps in knowledge databases and recommend updates to documentation and procedures.

• Support call centre and service partner teams by providing first-call resolution (FCR) wherever possible.

Required Qualifications:

• 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 - The successful candidate will be required to communicate in English and French in order to support clients from various jurisdictions outside of Quebec.

Preferred Qualifications:

• 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.

• Effectively manage multiple, and at times competing, deadlines across a range of operational initiatives.

• 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.

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.

#LI-REMOTE

The role being advertised is an existing vacancy.

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].

Referenced Salary Location

Salary range is expected to be between

Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance. The actual salary will vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training. If you are applying for this role outside of the primary location, please contact [email protected] for the salary range for your location.

Manulife offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plans. We also offer eligible employees various retirement savings plans (including pension and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in Canada includes holidays, vacation, personal, and sick days, and we offer the full range of statutory leaves of absence. If you are applying for this role in the U.S., please contact [email protected] for more information about U.S.-specific paid time off provisions.

We use data and analytics technologies, such as artificial intelligence (AI), and automated processing tools, to analyze and process the information you provide to us or third parties in the application process. For more information, please refer to our personal information collection statement.