[Remote] Annuity Services Coordinator

Note: The job is a remote job and is open to candidates in USA. Manulife is a leading international financial services provider, helping people make their decisions easier and lives better. The Annuity Services Coordinator will provide support and process requests related to annuity products and associated systems, ensuring timely payment delivery and responding to inquiries from clients and internal partners.

Responsibilities

• Provide support and process requests related to Manulife annuity products, associated systems (VAPS/APV), the Verification of Annuitant (VOA) Program, and the Client Confirmation Program (CCP)
• Conduct searches for missing clients, liaising with family members, when necessary, to ensure timely payment delivery or death claim processing
• Respond to inquiries from internal business partners, clients, and advisors via email, phone, or fax
• Assign cases to appropriate queues and specialist teams
• Update back-office systems accurately and in a timely manner
• Conduct periodic system requirement reviews and support system updates through hands-on user testing
• Contribute to departmental projects and special initiatives
• Meet accuracy, quality, and service excellence expectations
• Identify gaps in knowledge databases and recommend updates to documentation and procedures
• Support call centre and service partner teams by providing first-call resolution (FCR) wherever possible

Skills

• Prior administrative experience within a retail investments operational environment
• Strong understanding of annuity and/or structured settlement products (asset)
• Experience with Annuity payments systems - VAPS and/or APV (asset)
• Strong organizational skills with the ability to manage priorities in a high-volume environment
• Effectively manage multiple, and at times competing, deadlines across a range of operational initiatives
• Effective investigative and problem‑solving skills, with strong resourcefulness
• Flexibility and sound judgment in a dynamic and evolving environment
• Demonstrated ability to foster positive cross‑department relationships
• Strong analytical and decision‑making capabilities
• High attention to detail and accuracy
• Excellent written and verbal communication skills
• Strong collaboration skills and ability to work effectively in a team environment
• Ability to work overtime as required to support business needs

Benefits

• Health
• Dental
• Mental health
• Vision
• Short- and long-term disability
• Life and AD&D insurance coverage
• Adoption/surrogacy and wellness benefits
• Employee/family assistance plans
• Various retirement savings plans (including pension and a global share ownership plan with employer matching contributions)
• Financial education and counseling resources
• Generous paid time off program in Canada includes holidays, vacation, personal, and sick days
• Full range of statutory leaves of absence

Company Overview