The AdminAdvantage Administration team within the Manulife Group Benefits organization links people, technology, and expert services to simplify benefits administration and provide a consistent, powerful member and client experience. Our vision is to be recognized as the partner of choice within the industry for benefits solutions and benefits administration services. As a team member, you will support large corporate clients, coordinating efforts to provide world-class benefits administration and customer service. Our clients trust the administration of their group benefits to us, and you will be part of a team that delivers outstanding results to those clients and our members. AdminAdvantage Administration is looking for a **Bilingual** **Research Benefits Administrator** to join our team. The successful candidate will manage client and plan member inquiries related to eligibility processes and will be required to collaborate with other Manulife teams inside and outside of AdminAdvantage, focusing on the customer through all processes. If you enjoy working in a fast-paced, changing environment where every day brings something new and innovative ideas are encouraged, you may be the candidate we are looking for! **Position Responsibilities:** + Act as the Plan Administrator for large clients with complex plans by managing the day-to-day administration of assigned policies, including terminations, changes, retirements, and processing of member updates through benefits administration software. + Have a clear understanding of the impact on eligibility as related to Payroll/Pre-Authorized Debit processing. + Process all member-related eligibility requests daily. + Manage the client inbox items submitted by the employers and provide follow-up within the set Service Level Agreement in place. + Administer all member eligibility processes in accordance with the client-specific Admin guide. + Research and analyze member eligibility-related issues, understand the root cause, correct the issue, and suggest preventive measures for future occurrences. + Be the subject matter expert for the client plans for which you have accountability. + Take ownership of troubleshooting member-related issues by researching all existing documentation before escalating to the next level. + Provide accurate and thorough answers to client requests and questions. + Partner with the Call Centre Representatives and other Group Benefits resources to resolve issues and process requests received. + Provide support to the implementation team on the installation of new business and ensure that delivery deadlines are met. **Required Qualifications:** + **Bilingual (French & English) is required** - The successful candidate will be required to communicate in English and French in order to support clients from various jurisdictions outside of Quebec. + The customer service profession isn’t new to you. You’ve spent at least 3 years growing your knowledge, skills and experience in this line of work, and you have a clear track record of success in delivering excellent service in a fast-paced, professional environment. + You have excellent knowledge of MS applications & communication tools. **Preferred Qualifications:** + You never lose sight of the customer, their needs, and experience doing business with us. You put the customer at the center of everything you do. + You have top-notch communication skills and can communicate complex ideas in a manner that can be easily understood. + You learn FAST. You pick up new ideas, concepts, technologies, and tools easily. + You have an approachable style that just makes people want to work with you, and that helps build great relationships between other people and groups. + You demonstrate accountable behaviours – you take initiative and show ownership in everything you do. + You “go with the flow” and can adapt to change and even embrace it. + You maintain your composure and best self during challenging times or challenging interactions. + You’re comfortable driving solution progress forward – even when your team doesn’t have all the answers yet. Dealing with the unknown and uncertain is no big deal for you. + You’re a capable and innovative problem-solver using sound judgement to make business decisions that drive results and solve customer problems. + You don’t like to stand by when you notice that there’s something that could work better for your team or Manulife. You want to improve things, and you do something about it! + You know how to build successful relationships with your coworkers – whether they are sitting across the table from you, or across the globe. + You realize that the need to continue to learn and invest in your development is a never-ending journey. **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** **Acerca de Manulife y John Hancock** Manulife Financial Corporation es un importante proveedor internacional de servicios financieros que ayuda a las personas a tomar decisiones de una manera más fácil y a vivir mejor. Para obtener más información acerca de nosotros, visite http://www.manulife.com . **Manulife es un empleador que ofrece igualdad de oportunidades** En Manulife/John Hancock, valoramos nuestra diversidad. Nos esforzamos por atraer, formar y retener una fuerza laboral tan diversa como los clientes a los que prestamos servicios, y para fomentar un entorno laboral inclusivo en el que se aprovechen las fortalezas de las culturas y las personas. Estamos comprometidos con la equidad en las contrataciones, la retención de talento, el ascenso y la remuneración, y administramos todas nuestras prácticas y programas sin discriminación por motivos de raza, ascendencia, lugar de origen, color, origen étnico, ciudadanía, religión o creencias religiosas, credo, sexo (incluyendo el embarazo y las afecciones relacionadas con este), orientación sexual, características genéticas, condición de veterano, identidad de género, expresión de género, edad, estado civil, estatus familiar, discapacidad, o cualquier otro aspecto protegido por la ley vigente. Nuestra prioridad es eliminar las barreras para garantizar la igualdad de acceso al empleo. Un representante de Recursos Humanos trabajará con los solicitantes que requieran una adaptación razonable durante el proceso de solicitud. Toda la información que se haya compartido durante el proceso de solicitud de adaptación se almacenará y utilizará de manera congruente con las leyes y las políticas de Manulife/John Hancock correspondientes. Para solicitar una adaptación razonable en el proceso de solicitud, envíenos un mensaje a recruitment@manulife.com . **Referenced Salary Location** Montreal, Quebec **Modalidades de Trabajo** Híbrido **Salary range is expected to be between** $44,775.00 CAD - $74,625.00 CAD Si se está postulando para este puesto fuera de la ubicación principal, póngase en contacto con recruitment@manulife.com para conocer el rango salarial de su ubicación. El salario real variará según las condiciones locales del mercado, la geografía y los factores relacionados con el trabajo pertinentes, como conocimiento, habilidades, calificaciones, experiencia y educación/capacitación. Los empleados también tienen la oportunidad de participar en programas de incentivos y obtener una compensación de incentivos vinculada al desempeño comercial e individual. Manulife ofrece a los empleados aptos una amplia variedad de beneficios personalizables, entre ellos, beneficios de salud, odontológicos, de salud mental, oftalmológicos, por discapacidad a corto y a largo plazo, cobertura de seguro de vida y por muerte accidental y desmembramiento, adopción/subrogación y bienestar, y planes de asistencia al empleado/familiar. También ofrecemos a los empleados admisibles varios planes de ahorro para la jubilación (incluidos planes de pensiones y un plan mundial de propiedad de acciones con contribuciones equivalentes del empleador) y recursos de asesoramiento y educación financiera. Nuestro generoso programa de tiempo libre remunerado en Canadá incluye feriados, vacaciones, días personales y días por enfermedad, y ofrecemos la gama completa de ausencia laboral reglamentaria. Si se está postulando para este puesto en los EE. UU., póngase en contacto con recruitment@manulife.com para obtener más información sobre las disposiciones relativas al tiempo libre remunerado específicas de EE. UU.