Policy Admin Senior Specialist

The Policy Admin Specialist provides administrative support to internal and external customers (policyholders, partners and distributors) who request policy admin-related transactions and inquiries. Ensures that customer transactions are done within turnaround time (TAT).  

The main role includes handling and processing of after-sales transactions, providing resolution to any issues/discrepancies that may arise related to policy changes and adhering to established procedures and policies set by the Company. Additionally, the role may also support other policy admin-related transactions, such as training and customer retention transactions and inquiries.

Position Responsibilities:

• Handling of company initiated and client-initiated policy change requests such as preparation of documents and certifications, Review and preparation of reports, unit-linked related transactions, and others.  
• Handling of client-initiated conservation related requests or process.
• Processing of policy changes and corrections. Follows the written procedures (SOP) when enforcing adjustments to ensure accurate policy information.
• Deals with policyholders and agents (client interface—oral and listening skills necessary, and through correspondence) in response to various policy inquiries and other related transactions.
• Email handling. Able to give answers to inquiries on products, interest rates, policy values and other policy information.
• Able to give ready answers to inquiries on products, interest rates, policy values and other policy information.
• Knows the processes and systems to be able to handle verification of details, responding to questions and clarifications.
• Collaborates and liaises with other units to ensure the correct results of customer request within the agreed turn-around time
• Promptly reports any error/issues or concerns that could impact the process and request of the clients
• Ensure that processes are in accordance with the company’s guidelines and procedures.
• Able to attend to other transactions such as Disbursement request and Bridger Checking
• Solve advanced problems beyond the standard procedures.
• Contribute to process improvement and own outcomes that resulted from the changes made.
• Provide training not only to the Policy Admin. but to other units as well that needs knowledge of Policy Owner Service’s process and transactions.
• Render review and coaching sessions to members of the team.
• Act as a Subject Matter Expert on Policy Owner Services transactions and participate in product initiations, system improvements, UATs, and projects discussions on behalf of the team.  

Required Qualifications:

• Related insurance qualifications would be an advantage
• 3-5 years of professional experience in the           Life Insurance industry
• Certificate in Life Insurance or Diploma in Life Insurance would be an advantage

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.