Individual Disability Senior Case Manager

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. 

 
We are currently seeking a Disability Senior Case Manager for a client base across Canada. Product lines are Individual Disability and Life Waiver of Premium. The successful candidate must be able and willing to work in a team environment and be motivated to maintain exemplary customer service to our clients.  
 
Position Responsibilities: 

• Establish and maintain superior customer service to policyholders, agents, marketing centers  

• Manage ongoing claims by requesting further medical, financial documentation or investigations as required and consult with specialists in all areas. 

• Review claims and underwriting files for proper disclosure of past medical history, exclusions, riders, endorsements; administer policy enhancements, premium waiver and other policy benefits 

• Make decisions on claim benefit eligibility determination and communication decisions to stakeholders 

• Document the claim file to ensure an accurate record of events that transpire in the claim handling 

• Obtain proper file information and review with policy provisions to verify eligibility 

• Accurately maintain claim records on system to ensure accuracy of reserve calculations 

Required Qualifications:

• University degree in any discipline or equivalent experience 2–3+ years of experience in claims adjudication, ideally in disability claims 

• Strong customer service orientation with solid negotiation skills 

• Excellent interpersonal skills, with strong oral and written English communication skills to interact with internal and external clients, service providers, brokers, physicians, employees, hospitals, investigators, and lawyers 

• Strong working knowledge of medical conditions and terminology, with experience interpreting and applying financial documentation and fair claims practices

• Good understanding of underwriting processes

• Strong analytical skills to assess conflicting information from multiple sources to evaluate risk and make timely, effective decisions

Preferred Qualifications:

• Bilingualism (French and English) is an asset; if bilingual, the successful candidate will be required to communicate in both languages to support clients in jurisdictions outside Quebec

• Working knowledge of government legislation and legal precedents, the Insurance Act and/or the Civil Code of Québec (asset)

• Demonstrated ability to make decisions and work under pressure Continuous improvement mindsetAbility to respond constructively and decisively in high-pressure or emotional situations and adapt positively to change

• Ability to thrive in a dynamic, fast-paced work culture 

​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.

The role being advertised is an existing vacancy.

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.

Referenced Salary Location

Salary range is expected to be between

Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance. 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. If you are applying for this role outside of the primary location, please contact hr@manulife.com for the salary range for your location.

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 hr@manulife.com for more information about U.S.-specific paid time off provisions.

We use data and analytics technologies, such as artificial intelligence (AI), and automated processing tools, to analyze and process the information you provide to us or third parties in the application process. For more information, please refer to our personal information collection statement.