Bilingual Life Claims Consultant

Manulife - Montréal, QC (30+ days ago)

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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

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

Manulife Insurance business unit is a leading provider of insurance solutions that meet the diverse financial needs of Canadian families. In collaboration with independent financial advisors across the country, we offer a suite of innovative wealth and protection solutions, including: segregated funds, mutual funds, annuities, guaranteed interest contracts, individual life insurance and one of the most comprehensive living benefit portfolios in the industry which includes critical illness, long-term care and disability products.

We are currently seeking a Life Claims Consultant for our client base across Canada. Empathic, professional, highly organized and tenacious, the successful candidate thrives in a team environment and is motivated to maintain exemplary customer service to our clients when it matters most. In this unique and challenging role, you will help ensure our team provides high quality and cost-effective adjudication services exceeding expectations of the policyholders, agents and customers. Using your extensive knowledge and expertise in Life Claims, you will be responsible for providing guidance, training, audit and risk management support. Also, a key aspect of this role is providing our team of adjudicators direction on complex and potentially litigations claim situations, and as an active change management advocate, partner with internal and external resources to ensure continuous improvement in the best practices of claims management.

Provide guidance to adjudicators, assisting them in resolving complex claim situations. Identifying early intervention tools and resources to proactively manage the claims process. Demonstrate leadership in resolving issues at round table discussions.
Conduct life claim audits as required by the Claims Audit Plan. Maintain ongoing documentation of results on an individual basis to facilitate identification of trends and coaching opportunities.
Review and authorize claim payments above the Claim Adjudicators’ authority level.
Respond professionally to escalated complaints and appeals following Manulife’s Customer Complaint policies and procedures.
Provide innovative and practical training, coaching and mentoring to life team members, and develop and implement continuous improvement solutions of claim processes and procedures.
Manage litigation claims by collaborating with Counsel ensuring controls are maintained and cases moved forward at an acceptable pace while continuing to assess the risk and exposure. Occasionally represent the Company on litigated claims by attending examinations for discovery, mediations, arbitrations and Trials.
Demonstrate first-class adjudication skills, using all available resources.
Apply the claims vision to all business activities bringing all claims to a success and respectful resolution.


7 + years of experience in managing life claims, utilizing proven an innovative adjudication tools.
Thorough knowledge of medical conditions/terminology, sound interpretation of financial documentation and understanding of fair claim practices.
Demonstrate exemplary decision-making skills even with conflicting/incomplete information.
Strong ability to manage conflicts decisively and effectively while minimizing cost and exposure to Manulife.
Thorough understanding of contract interpretation and the ability to articulate decisions with precision.
Professionalism always, promoting respect for the claims department and Manulife’s visions and values.
Ability to influence, direct and persuade team members in achieving and maintaining high levels of performance and customer centricity.
Experienced in the litigation process with strong ability to handle discoveries and mediations.
Strong relationship management and negotiation skills; maintaining positive and effective relationships with internal and external stakeholders
Ability to generate new and innovative ideas and challenge the status quo.
A strong command and proficiency in English and French, both written and oral is a must. Ability to thrive in a high energy culture with a focus on personal development and growth and leadership

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.

Manulife is an equal opportunity employer. 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 and advancement and we administer all of our practices and programs based on qualification and performance and without discrimination on any protected ground. It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will consult with applicants contacted to participate at any stage of the recruitment process who request any accommodation. Information received regarding the accommodation needs of applicants will be addressed confidentially.