Proactively coordinate the new business and underwriting process for a caseload of Term Life, Health and Dental, Disability, Personal Accident and Critical Illness applications. Relationship management of cases with advisors, sponsors and direct clients within multiple distribution channels to ensure the timely completion of new application requests. Quality checking completed underwriter files for accuracy, adherence to underwriter approval and processing guidelines and in accordance with published service standards before sending contracts to be issued. **Position Responsibilities:** + **Client and Partner Relations:** Develop and maintain strong relationships with brokers, advisors, and plan administrators, while serving as a trusted point of contact for direct clients regarding new business and underwriting. + **Audit and Compliance:** Monitor the quality of underwriter files, ensuring decisions are clearly documented and approval limits are met according to internal audit guidelines. + **Proactive Communication:** Maintain regular contact with clients to provide personalized and proactive service updates. + **Communications and Request Management:** Handle calls and communications with clients and advisors to follow up on pending requirements, obtain missing information, and resolve complex requests. + **File and Requirements Management:** Review medical requirements, manage pending files to ensure all requirements are processed on time, and manage vendor orders for missing information. **Required Qualifications:** + Post-secondary graduate or related business experience + 3+ years of progressive experience in an administrative or customer service role preferably in the insurance industry + Intermediate life insurance knowledge, working toward achieving LOMA and/or ACS designations + Proficient in using Microsoft Office Suite, New Business Mainframe systems (including NBUS, CAPSIL, LH), and AWD Imaging system with proficient keyboarding skills + Good knowledge of Affinity products and functions handled in New Business and Underwriting, and various distribution channels with differing communication modes **Preferred Qualifications:** + Good understanding of new business and underwriting shared standard operational guidelines, workflows, standards and processes + Able to handle high work volumes, multiple priorities, short deadlines and multitasking + Attention to detail, resourceful to investigate unclear or incomplete instructions and requests + Effective organizational and prioritization skills; able to change priorities quickly when required + Good written and verbal communication - clear, concise, confident, customer-focused, tactful communications + Good interpersonal skills; positive attitude; sensitivity to confidential client information; responsiveness to customer issues or queries; + Able to effectively handle escalating calls while maintaining a professional demeanour and taking ownership of the resolution of such issues until, if needed, they are reassigned + Able to make decisions within published guidelines; to identify problems and to discern when to refer a call or issue to a senior staff member or management **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. **\#LI-HYBRID** **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 recruitment@manulife.com . **Primary Location** Montreal, Quebec **Working Arrangement** Hybrid **Salary range is expected to be between** $44,775.00 CAD - $74,625.00 CAD If you are applying for this role outside of the primary location, please contact recruitment@manulife.com 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 recruitment@manulife.com for more information about U.S.-specific paid time off provisions.