Claims Analyst

Key Accountabilities

• Responsible for creating death benefit package and sending out correspondence to obtain missing documents via fax/mail or email.
• Report overpayments, underpayments, and other irregularities.
• Processing of high priority Claims Financial transactions involving settlements, identification and closing of policies, freezing of assets and notification to Beneficiaries of settlement requirements.
• Identification of transactions that needs to be forwarded back to the Business Unit and/or to other departments/teams
• Investigate, evaluate and settle claims, applying technical knowledge and analytical skills which in effect does have fair and prompt disposal of cases and to contribute to a reduced loss ratio.
• Perform call task (inbound and/or outbound) in order to facilitate completion of death claims processing
• Confer with legal counsel on claims requiring litigation.
  
  

Minimum Experience

Minimum Skills Requirement to Hire:

College/University graduate preferably with previous related work experience in the financial services or call center industry and demonstrated service aptitude

Technical Skills

• Computer literate - ability to use the desktop computer system. Advance knowledge on MS application like Word and Excel.
• Booting and shutting down computer, using mouse and keyboard (keyboarding)
• Knowledge of browsers and relevant computer applications
• Ability to use the phone system/Follows simple instructions on how to log in to the phone system
• Basic telephony skills
  
  

Soft Skills

• Excellent written and verbal communication skills.
• Strong customer service skills (ability to build rapport, demonstrate empathy and outline key steps in delivering good customer service).
• Ability to clearly understand and act on presented problem statement; to comprehend, capture as well as interpret basic customer information.
• Minimum keyboarding skills of at least 30 words per minute. Exhibits good navigation skills.
• Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
• Ability to recommend means of obtaining and analyzing transactional data, as well as evaluate the accuracy of business transactions in accordance with company procedures and contracts.
• Ability to work independently and remain self-motivated with minimal direct supervision.
• Ability to identify business process improvements and report existing deficiencies to management.¬¬¬¬¬¬¬¬¬¬
  
  

Product Specific Knowledge

Minimum Skills Required to Perform the Job

• Intermediate product knowledge on Retail/Fixed products
  
  

Process Specific Knowledge

• Ability to differentiate Retail/Fixed Annuities worktypes
• Minimum knowledge in Retail/Fixed processes
• Average knowledge in Retail Annuities Claims processes
• Familiarity with appropriate and effective internal control procedures
  
  

Tool-Specific Knowledge

• Ability to use the email system
• Intermediate knowledge of Retail/Fixed Annuities systems, applications and tools
• Basic telephone system skills
  
  

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 [email protected].

Working Arrangement

Hybrid