New Business Case Manager
Toronto, ON CA
3d ago

Are you looking for unlimited opportunities to develop and succeed? With work that challenges and makes a difference, within a flexible and supportive environment, we can help our customers achieve their dreams and aspirations.

Job Description

The Case Manager is the primary contact for all New Business administrative activities. They serve as the liaison between internal (e.

g. Underwriter, Titles, Licensing) and external (Agent / Firm / Field Office) customers to gather pre and post issue company and legal requirements.

Responsibilities :

  • Manage 1-800 queue to answer customers' queries regarding products, requirements and case status
  • Obtain or provide information in situations requiring tact, diplomacy, or persuasion; deal with angry, frustrated or uncooperative clients
  • Provide a high level of service to customers
  • Ensure positive and effective relationships are maintained with customers, including regional directors and producers
  • Proactively work to identify and correct semi-complex to complex issues, resolve complaints and concerns, coordinating with other staff and departments as required
  • Work with other team members to ensure a cohesive unit and consistent service
  • Actively participate in the continuous improvement of business processes
  • Act as a member of a project team as required
  • Understand multiple systems
  • Manage tight deadlines and address urgent cases
  • Manage customer expectations
  • Establish and maintain good relationships with sales partners
  • Qualifications :

  • Post secondary school graduation or equivalent work experience
  • Previous experience in the insurance or financial services industry is preferred
  • Current knowledge of the area’s business / procedures is highly desirable
  • Sound product knowledge across several product lines
  • Sound industry knowledge
  • Solid negotiation and problem-solving skills
  • Understand and use appropriate methods of communication when dealing with clients (e.g. phone vs. e-mail)
  • Ability to build and maintain positive & solid relationships with internal and external customers
  • Excellent customer service skills, negotiation and communication skills
  • Excellent organizational skills and attention to detail
  • Ability to multitask and prioritize under stressful and changing circumstances
  • Strong technical skills
  • If you are ready to unleash your potential, it’s time to start your career with Manulife / John Hancock.

    About Manulife

    Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better.

    We operate primarily as John Hancock in the United States and Manulife elsewhere. We provide financial advice, insurance, as well as wealth and asset management solutions for individuals, groups and institutions.

    At the end of 2018, we had more than 34,000 employees, over 82,000 agents, and thousands of distribution partners, serving almost 28 million customers.

    As of June 30, 2019, we had over $1.1 trillion (US$877 billion) in assets under management and administration, and in the previous 12 months we made $29.

    4 billion in payments to our customers. Our principal operations in Asia, Canada and the United States are where we have served customers for more than 100 years.

    With our global headquarters in Toronto, Canada, we trade as 'MFC' on the Toronto, New York, and the Philippine stock exchanges and under '945' in Hong Kong.

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