The Corporate Account Specialist is accountable for the end-to-end fulfilment and servicing of assigned group insurance accounts, with emphasis on complex, non-standard, high-risk, and time-sensitive transactions. The role applies broad operational knowledge across policy administration, underwriting, claims, billing, reinsurance, compliance, and distribution processes to assess issues, exercise judgment within delegated authority, and recommend or implement appropriate resolutions. The Specialist serves as a subject matter resource for fulfilment processes, provides guidance to internal and external stakeholders, provides continuous-improvement initiatives, and develops or strengthens operating standards, controls, and service practices that improve accuracy, turnaround time, client experience, and risk management.

Position Responsibilities:

1.Policy Administration & Account Fulfillment

• Own the end-to-end servicing of assigned corporate accounts, including member movements, beneficiary updates, coverage changes, policy reinstatement, Certificates of Insurance or Coverage, active-member records, No Evidence Limit letters, and Group Credit Life reconciliation.
• Assess complex or non-standard requests, identify policy, underwriting, billing, claims, compliance, or data implications, and determine the appropriate course of action within approved guidelines and delegated authority.
• Provides resolution to exceptions, discrepancies, ageing items, and escalated service issues; coordinate root-cause analysis, document decisions, and ensure closure within agreed service levels.
• Perform quality and risk checks on high-impact transactions and initiate corrective or preventive actions when control gaps are identified.

2. Claims, Underwriting, Experience Refund Management

• Prepare and submit complex member underwriting cases, Letters of Authorization, reinsurance reports, concentration-risk reports, Annual New Premium or other required management and regulatory reports.
• Validate member eligibility for claims and coordinate resolution of coverage or record discrepancies that may affect claim assessment.
• Review and process experience refunds, premium refunds, and Annual Premium Equivalent increments, ensuring accuracy, approvals, and audit trail.
• Analyze recurring discrepancies, and service trends and recommend risk-mitigation or process changes.

3. Guidance and Distributor Management

• Provide professional guidance to Distribution Partners, clients, brokers, bancassurance and agency contacts, and internal teams on fulfilment requirements, policy provisions, process options, and resolution pathways.
• Coordinate complex cases across Underwriting, Claims, Sales, Middle Office, Compliance, and other support teams, clarifying accountabilities, dependencies, and required decisions.
• Handle sensitive inquiries and complaints, balance client needs with policy and control requirements, and escalate matters that exceed delegated authority with a clear assessment and recommendation.
• Act as a subject matter resource for assigned processes and provide functional coaching, case consultation, and knowledge transfer to less experienced team members.

4. Standards, Controls and Continuous Improvement

• Co-lead process reviews and improvement initiatives affecting fulfilment operations, including simplification, automation thru the use of AI, control enhancement, service-level improvement, and reduction of manual errors or rework.
• Develop, maintain, and recommend updates to standard operating procedures, job aids, checklists, templates, decision guides, and quality-control standards.
• Use operational data and case trends to identify root causes, quantify impact, propose solutions, and monitor whether implemented actions deliver the intended results.
• Participate as a fulfilment subject matter representative in system enhancements, user acceptance testing, operational-readiness activities, and implementation of regulatory requirement.

5. Risk, Compliance and Service Governance Date:

• Ensure transactions comply with policy contracts, underwriting rules, privacy and data handling requirements, internal controls, and applicable regulatory standards.
• Maintain complete and accurate records, approvals, supporting documents, and decision rationale to support auditability and effective handoffs.
• Monitor service commitments and key operational risks for assigned accounts; raise emerging issues and recommend mitigation before client or financial impact materializes.

Individual Accountabilities:

• Deliver accurate, timely, and risk-controlled fulfilment outcomes for assigned accounts, including complex and escalated cases.
• Exercise sound judgment within established authority; clearly document the basis for decisions and escalate matters requiring policy, financial, compliance, or management approval.
• Provide timely, practical, and policy-aligned guidance to stakeholders and proactively manage expectations, risks, and dependencies.
• Own identified process improvements from problem definition through recommendation, implementation support, and benefit monitoring.
• Maintain reliable management information on case status, service levels, recurring issues, exceptions, and improvement actions.

Key Shared Accountabilities:

• Partner with Underwriting, Claims, Finance, Reinsurance, Actuarial, Sales, Middle Office, Compliance, and Technology teams to resolve cross-functional cases and improve end-to-end controls.
• Contribute to shared service level, quality, client-experience, audit, and operational-risk outcomes.
• Support team capability through case coaching, knowledge sharing, quality reviews, and maintenance of standard work.

Required Qualifications:

• Broad working knowledge of group insurance policy administration and its links to underwriting claims, billing, finance, reinsurance, compliance, and distribution servicing.
• Demonstrated ability to analyze complex cases, interpret guidelines, exercise judgment, and provide well-supported recommendations.
• Experience leading process improvements, root-cause analysis, user acceptance testing, standard operating procedure development, or control enhancement.
• Strong stakeholder management, written and verbal communication, issue-resolution, and professional advisory skills
• Advanced proficiency in Microsoft Excel and working knowledge of reporting, workflow, and case management tools.

Preferred Qualifications:

• Bachelor's degree in business, insurance, finance, management, or a related field, or equivalent relevant experience.
• LOMA foundational or intermediate coursework is preferred, or willingness to complete relevant insurance and operations training.

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 hr@manulife.com.