Overnight bilingual banking advisor supporting RBC clients through phone, chat, video, and digital channels. Resolving banking concerns and delivering client - focused solutions for Canada’s largest bank.
About the role
- Bilingual Senior Case Manager adjudicating individual disability and life waiver claims for Manulife, a global financial services provider. Managing claims documentation, eligibility decisions, policy benefits, and reserve accuracy for Canadian policyholders.
Responsibilities
- Establish and maintain superior customer service for policyholders, agents, and marketing centers
- Manage ongoing claims by requesting medical and financial documentation or investigations as required
- Consult with specialists in all relevant areas
- Review claims and underwriting files for disclosure of past medical history, exclusions, riders, and endorsements
- Administer policy enhancements, premium waiver, and other policy benefits
- Determine claim benefit eligibility and communicate decisions to stakeholders
- Document claim files to maintain accurate records of claim-handling events
- Obtain required file information and review policy provisions to verify eligibility
- Maintain claim records accurately in the system to ensure accurate reserve calculations
Requirements
- University degree in any discipline or equivalent experience
- 2–3+ years of experience in claims adjudication, ideally in disability claims
- Strong customer service orientation and solid negotiation skills
- Advanced proficiency in Microsoft Office, including Word, Excel, and PowerPoint
- Fully bilingual in French and English
- Excellent interpersonal skills
- Strong oral and written communication skills
- Working knowledge of government legislation and legal precedents, with knowledge of the Insurance Act and/or Civil Code of Québec an asset
- Strong working knowledge of medical conditions and terminology
- Experience interpreting and applying financial documentation and fair claims practices
- Good understanding of underwriting processes
- Strong analytical skills to assess conflicting information, evaluate risk, and make timely decisions
Benefits
- Incentive programs and incentive compensation tied to business and individual performance
- Health insurance
- Dental coverage
- Mental health benefits
- Vision coverage
- Short- and long-term disability insurance coverage
- Life and AD&D insurance coverage
- Adoption/surrogacy benefits
- Wellness benefits
- Employee/family assistance plans
- Retirement savings plans
- Pension
- Global share ownership plan with employer matching contributions
- Financial education and counseling resources
- Paid holidays
- Vacation days
- Personal days
- Sick days
- Statutory leaves of absence
- Flexible work environment
- Learning and career growth support
- Well-being and inclusion support
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Bilingual insurance service associate supporting RBC life and health policy clients. Answering calls and emails, explaining policies, and resolving client concerns.
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