Bilingual Specialist, Pension Service

locations CAN, Quebec - Full-time remote work CAN, Nova Scotia - Full-time remote work CAN, Ontario - Full-time remote work time type

Full-time posted on

Posted today time left to apply

Deadline: August 4, 2026 (13 days left to apply) job requisition id JR26070643

The Pension Service team is part of the Pricing and Regulations service, which collaborates with administrative service groups to provide high-quality operational services to savers. These services include processing financial and non-financial transactions and handling incoming and outgoing communications with clients and advisors. Our focus on customer service is reflected in our vision: to become a leader in service by exceeding customer expectations through the quality of our personnel and technological means.

Job Responsibilities

• Provide support and process requests related to Manuvie pension products, associated systems (VAPS/APV), the annuitant verification program (VOA), and the customer confirmation program (CCP).
• Conduct research to locate missing clients, communicating with family members as needed, to ensure timely payment delivery or processing of death benefit requests.
• Respond to information requests from internal business partners, clients, and advisors via email, phone, or fax.
• Assign files to appropriate queues and specialist teams.
• Update back-office systems accurately and promptly.
• Conduct periodic system requirement reviews and support system updates through practical user testing. Contribute to service projects and special initiatives.
• Meet expectations for accuracy, quality, and service excellence.
• Identify gaps in knowledge bases and recommend updates to documentation and procedures.
• Support call center teams and service partners by providing, as much as possible, first-call resolution (FCR).

Required Skills

• Ability to provide quality service by phone to clients or their legal representatives
• Administrative experience in an operational customer service environment for investments
• Bilingualism required (French and English) - The selected candidate must be able to communicate in both French and English to serve clients in various locations outside Quebec.

Desired Skills

• Excellent understanding of pensions or deferred payment products (would be an asset)
• Expertise in VAPS or APV systems (would be an asset)
• Sense of organization and prioritization gained in a high-volume sector with the ability to meet strict deadlines
• Ability to process pension system changes to ensure client address and banking changes, as well as other changes, are taken into account promptly
• Recognized ability to identify, analyze, and find solutions to problems
• Demonstrated ability to exercise flexibility and good judgment in a changing environment
• Demonstrated ability to maintain harmonious relationships between offices to arrive at coordinated solutions
• Strong analytical skills and excellent decision-making abilities
• Attention to detail
• Strong collaboration skills
• Excellent team spirit
• Note: Some flexibility regarding overtime may be required, depending on company needs

Career with us

• You will have access to learning and development opportunities;
• You can count on our recognition and support in a flexible environment where well-being and inclusion are more than just words;
• You will contribute to shaping the future according to your aspirations, within our global team.
• #LI-REMOTE

The advertised position corresponds to an existing vacancy.

About Manuvie and John Hancock

Manuvie Financial Corporation is a global leader in financial services that helps people make better decisions and live better. To learn more about us, visit www.manuvie.com.

Manuvie is an equal opportunity employer

At Manulife/John Hancock, we value our diversity. We strive to attract, develop, and maintain a workforce as diverse as our clients, and to foster a workplace that leverages the diversity of our employees and the strengths of each individual. We are committed to ensuring fair recruitment, retention, promotion, and compensation, and we administer all our practices and programs without discrimination based on race, ancestry, place of origin, color, ethnic origin, citizenship, religion or religious beliefs or convictions, gender (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 legally protected status.

We have made it a priority to eliminate barriers to equal employment opportunity. Therefore, a Human Resources representative will collaborate with candidates requesting reasonable accommodation during the recruitment process. All information provided during the reasonable accommodation request process will be stored and used in accordance with Manuvie's applicable laws and policies. To request reasonable accommodation during the recruitment process, please write to hr@manulife.com.

Salary Region Reference CAN, Quebec - Full-time remote work

Work Arrangement

Remote

Salary Scale Should Be Between $52,650.00 CAD - $87,750.00 CAD

Employees also have the opportunity to participate in incentive programs and receive performance-based compensation for the company and individuals. The actual salary will vary based on local market conditions, geographic region, and job-specific factors such as knowledge, skills, qualifications, experience, and training. If you are applying for this position outside your primary location, please contact hr@manulife.com for the applicable salary range in your region.

Manuvie offers eligible employees a wide range of customizable benefits, including medical, dental, mental health, vision care, short-term and long-term disability, life insurance, and DMA insurance, adoption, surrogate maternity, and non-urgent medical benefits, as well as employee assistance and family support programs. We also offer eligible employees various retirement savings plans (including pension plans and an international share ownership program with employer matching contributions) and educational and financial counseling resources. Our generous paid time off program in Canada includes holidays, annual leave, personal days, and sick leave, and we offer the full range of leave entitlements provided by law. If you are applying for this position in the United States, please write to hr@manulife.com for more information on U.S.-specific paid time off provisions.

We use data and analytics technologies, such as artificial intelligence (AI), as well as automated processing tools to analyze and process the information you provide to us or that third parties provide to us as part of the application process. To learn more, please review our personal information collection statement.