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 items
Work with TPAs and IS to resolve any data file processing issues
Timely 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 TPA
Prepare weekly/monthly claims funding requests for TPAs
Work 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 Mailbox
Coordinate 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 producers
Proactively working to identify shortfalls in our systems, coordinating with other staff and departments as required
Acting as a primary customer contact on more complex proposals ensuring their needs are met
Actively participating in the continuous improvement of business processes and service standards as required, usually as a member of a project team as required
Acting as a mentor to new or inexperienced staff
Identifying problems and issues on the systems or in the workflow and following them through to resolution
Other duties as assigned
Required Qualifications:
treasury/cash management and group insurance knowledge particularly in claims
customer service, working with both internal and external customers in a professional manner
ability to manage conflicting prioritize and fluctuating work volumes
Strong communication skills, both written and verbal
Strong analytical and problem-solving capabilities with the ability to multitask
Very 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 clear
Strong competency in MS Office Excel/ Word
Post-secondary school graduation or equivalent work experience
Minimum 3 years of work experience in the financial services industry
Sound product knowledge across several product lines and enforce systems
Excellent organizational skills, with the ability to prioritize under stressful and changing circumstances
Excellent 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 language
Ability to maintain a customer perspective when dealing with customers
Ability to communicate technical product information in customer-oriented terms
Ability to comprehend and interpret technical details as it pertains to proposal systems and products, and apply this knowledge in varying case situations
Ability to recognize workflow and systems problems, resolving them if possible or escalating issues as appropriate
Sound technical knowledge of loading software packages and ability to use and interpret MLI admin systems/screens
When you join our team:

• Well empower you to learn and grow the career you want.

• Well recognize and support you in a flexible environment where well-being and inclusion are

more than just words.

• As part of our global team, well 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 .
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 .
Primary Location Waterloo, Ontario
Working Arrangement
Hybrid
Salary range is expected to be between $49,575.00 CAD - $82,625.00 CAD
If 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.