Job Description

This role supports the Third-Party Administrators (TPA) who adjudicate claims for Group Benefits Plan Sponsors. The role reports to the Director of Operations and is a critical role that ensures that TPAs are funded for claims paid and that Underwriting has claims data for renewal rating purposes.Position Responsibilities:Monitor daily electronic TPA data claims files from TPAs and follow up on any rejected itemsWork with TPAs and IS to resolve any data file processing issuesTimely investigation and response to Treasury inquiries regarding cheques not on the issue report.Process stop payments/canceled cheques and claims refund (TRACS & Etreasury) as directed by the TPAPrepare weekly/monthly claims funding requests for TPAsWork with GB A/C to ensure suspense accounts are cleared promptly.Handle unclaimed property reporting and the monthly management of stale-dated cheques.Maintain cheque stock for all TPAs, providing updates to MLI Treasury and ordering cheque stock for TPAs as required.Manage TPA MailboxCoordinate the issuance of tax slips with the Disability and Tax teams within Manulife and the TPAs.Ensuring positive and effective relationships are maintained with customers, particularly policyholders and producersProactively working to identify shortfalls in our systems, coordinating with other staff and departments as requiredActing as a primary customer contact on more complex proposals ensuring their needs are metActively participating in the continuous improvement of business processes and service standards as required, usually as a member of a project team as requiredActing as a mentor to new or inexperienced staffIdentifying problems and issues on the systems or in the workflow and following them through to resolutionOther duties as assignedRequired Qualifications:treasury/cash management and group insurance knowledge particularly in claimscustomer service, working with both internal and external customers in a professional mannerability to manage conflicting prioritize and fluctuating work volumesStrong communication skills, both written and verbalStrong analytical and problem-solving capabilities with the ability to multitaskVery good attention to detail, and having the ability to help others resolve difficult proposal questions and issues in a timely fashion or to research issues where the solution is not clearStrong competency in MS Office Excel/ WordPost-secondary school graduation or equivalent work experienceMinimum 3 years of work experience in the financial services industrySound product knowledge across several product lines and enforce systemsExcellent organizational skills, with the ability to prioritize under stressful and changing circumstancesExcellent customer service, negotiation, and communication skills, both written and verbal, with the ability to communicate effectively with clients and team members, translating technical details to lay languageAbility to maintain a \xe2\x80\x9ccustomer perspective\xe2\x80\x9d when dealing with customersAbility to communicate technical product information in customer-oriented termsAbility to comprehend and interpret technical details as it pertains to proposal systems and products, and apply this knowledge in varying case situationsAbility to recognize workflow and systems problems, resolving them if possible or escalating issues as appropriateSound technical knowledge of loading software packages and ability to use and interpret MLI admin systems/screensWhen you join our team:

• We\xe2\x80\x99ll empower you to learn and grow the career you want.

• We\xe2\x80\x99ll 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\xe2\x80\x99ll support you in shaping the future you want to see

About Manulife and John HancockManulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit .Manulife is an Equal Opportunity EmployerAt 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 .Primary Location Waterloo, OntarioWorking ArrangementHybridSalary range is expected to be between $49,575.00 CAD - $82,625.00 CADIf you are applying for this role outside of the primary location, please contact for the salary range for your location. 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. Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.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 for more information about U.S.-specific paid time off provisions.

Manulife