Agent of Record Specialist

We are looking for a bilingual, highly motivated, team-oriented individual to join our Agent of Records team as an Agent of Record Specialist on a regular, full-time basis.

Reporting to the Assistant Manager, Small Business Delivery, you will be responsible for Advisor onboarding support, contracting, commissions changes and Group Benefit Advisor Site approvals.

Position Responsibilities:

• Advisor Management and Support: Maintain positive onboarding and relationships, process National Agent of Records & Letter of Authorization changes, handle contracting requests, inquiries, and manage commissions changes.

• Business Operations: Oversee transfer of business and Advisor block changes, maintain and update Advisor/Client information on GroupLinks, and ensure MGA alignment and project management.

• Technical and Access Support: Manage National Advisor Portal access registration, provide troubleshooting/technical assistance, approve Group Benefits Advisor site access, and maintain internal and external applications.

• Process Improvement and Problem Resolution: Focus on continuous process improvement, investigate and resolve inquiries, identify issues, analyze problems, and collaborate with internal departments like Commissions, Contracting, Customer Service, and Sponsor Financial Services.

• Data Privacy and Confidentiality: Ensure privacy and confidentiality requirements are met when sharing data externally.

Required Qualifications:

• Post-secondary education or equivalent work experience.

• Previous administrative support and/or group benefits experience would be an asset

• Expert level in Microsoft Office products (Word, Excel and PowerPoint)

• General knowledge and understanding of the Group Benefits industry in Canada

Preferred Qualifications:

• Strong interpersonal and organizational skills.

• Attention to detail and accuracy, including ability to document processes, to articulate query responses in a clear and concise way

• Ability to manage high volumes of work and conflicting priorities and decide/determine business priorities

• Strong oral and written communication skills

• Strong customer service skills including a sense of urgency, ability to display empathy and strong emotional self-control during times of stress and particularly in difficult conversations

• Bilingualism (English and French) is an asset.

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.

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 recruitment@manulife.com.

Referenced Salary Location

Salary range is expected to be between

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

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