• Provide support to claims department by handling a large volume of claims calls • Open new claims thoroughly and accurately • Collect and review all claim documents • Verify all requirements that have been met • Provide claim status updates • Provide exceptional customer service • Carry out key administrative duties • Perform other related functions as assigned by management • Strive to uphold Core Values of Serving People, Building Trust, Improving Continuously, and Embracing Innovation & Change • Answer incoming claims calls, identify key information about the customer’s contract, and answer questions related to coverage • Communicate follow-up information as needed • Manage escalated cases and handle disputes or complaints effectively • Adjudicate claims in accordance with the applicable agreement terms and state requirements • Ensure all claim handling and communication is handled within desired metrics • Maintain professional and technical knowledge • Assist the Mechanical Claims Lead and Supervisor with various projects

Manulife Insurance business unit is a leading provider of insurance solutions that meet the diverse financial needs of Canadian families. In collaboration with independent financial advisors across the country, we offer a suite of innovative wealth and protection solutions, including: segregated funds, mutual funds, annuities, guaranteed interest contracts, individual life insurance and one of the most comprehensive living benefit portfolios in the industry which includes critical illness, long-term care and disability products. We are currently seeking an Intermediate Claims Adjudicator and Administrator for our client base across Canada. Empathic, professional, highly organized and tenacious, the successful candidate thrives in a team environment and is motivated to maintain exemplary customer service to our clients when it matters most. Position Responsibilities: - Consistently provide exceptional service to customers and non-customers by demonstrating the highest level of professionalism, empathy and through active listening - Review claims and underwriting files for proper disclosure of past medical history, exclusions, riders, endorsements; administer policy enhancements, premium waiver and other policy benefits - 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 - Set up death claim notifications and file responses - Monitor team inbox for rush request and delegate work as required Required Qualifications: - 1-2+ years’ experience in adjudicating claims, would be an asset. - Customer service oriented individual. - Excellent interpersonal skills with good oral and written communication skills for use in dealing with internal and external customers, claimants, brokers, physicians and employees. - Ability to respond constructively and decisively in high pressure or emotional situations and to respond positively to change. - Working knowledge of government legislation and legal precedents, the Insurance Act and/or Quebec Civil Code and underwriting processes are an asset - Ability to thrive in a high energy culture - Continuous improvement mindset - Fully bilingual (French/English): The successful candidate will be required to communicate in English and French in order to support clients from various jurisdictions outside of Quebec Preferred Qualifications: - Strong analytical skills: evaluate conflicting information from various key sources in order to assess risk in making timely and effective decisions with appropriate - Adaptability: adapts and stimulates change to achieve the desired results - Resilience: drives forward towards objectives in the face of adversity and resistance - Solution Focused: Owns problems through to resolution; makes timely decisions, applies analytic/systematic reasoning to positively impact results, organizational performance and the customer experience - Exceptional Time Management Skills: Ability to manage high volumes of cases within aggressive deadlines 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-REMOTE 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 CAN, Quebec - Full Time Remote Working Arrangement Remote Salary range is expected to be between $52,650.00 CAD - $87,750.00 CAD 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.

• Investigate complex claims involving fire, water, catastrophe, and other dwelling losses. • Evaluate claims involving dwelling, unscheduled personal property, and theft events. • Verify coverage, determine liability, and assess scope of damages. • Develop detailed damage estimates using Xactimate, including sketching and multiple pricing updates based on industry standards. • Negotiate settlements in accordance with company best practices. • Provide transparent, timely communication to all parties involved, including policyholders, agents, vendors, and legal representatives. • Act as a mentor within the unit, supporting knowledge sharing and team development.

About the role - Under general supervision, the Default Specialist plays a critical role in supporting our law firm’s representation of creditors in foreclosure, bankruptcy, eviction, and related litigation matters. This role involves managing key default‑related responsibilities, coordinating communications, and providing operational support to both management and internal teams. What you'll do - Accept new cases and ensure efficient and accurate handling of each case. - Maintain quality control standards throughout the default process. - Provide exceptional customer service to clients, addressing inquiries and concerns promptly and professionally. - Prepare and submit accurate reports on a regular basis as required. - Validate prerequisites and prepare notices for client execution. - Generate notices for statutory mailings, ensuring compliance with federal, state, client firm, and investor requirements. - Update client systems and internal/external technology platforms to ensure accurate and up-to-date information. - Stay updated with client expectations and act as a subject matter expert, providing guidance to colleagues and acting as a point of contact for clients. - Track and address exceptions as assigned. - Be resourceful in seeking resolution to impediments hindering the ability to move forward with the handling of a matter. - Coordinate efforts with internal and external business partners to ensure seamless workflow and efficient case management. - Update systems of record with updates related to changes in beneficiary, servicer, and status. - Effectively process cases to ensure movement to the next milestone. - Other duties as assigned. Qualifications - High school diploma or GED required. - Minimum of 3 years of experience in foreclosure or mortgage‑servicing operations. - Strong verbal and written communication skills, with the ability to clearly convey information to clients, colleagues, and leadership. - Demonstrated customer‑service skills, including professionalism, responsiveness, and the ability to resolve inquiries effectively. - Excellent organizational and time‑management abilities, with a proven ability to manage competing priorities and meet deadlines. - High attention to detail and accuracy, especially when reviewing documents and updating case information. - Strong problem‑solving and critical‑thinking skills, with the ability to assess complex situations and determine effective solutions. - Proficiency in Microsoft Word, Adobe Acrobat, Internet Explorer, and Microsoft Access, with the ability to learn additional technology platforms as required. - Ability to work independently and collaboratively within a fast‑paced, deadline‑driven environment. - Adaptability to changing client expectations, internal processes, and industry requirements.