Job Description

The role is responsible for managing billing exceptions, delinquent contract tracking, and recovery processes for plan-related fees. This includes processing write-offs, calculating proportional deductions, reconciling billing reports, and ensuring accurate application of payments. The position also involves client communication, issue resolution, and coordination with internal teams to maintain compliance and operational efficiency.

Position Responsibilities:

• Process write-off exceptions, billing transactions (e.g., CACT-PCRC), payment corrections, and recovery method changes for delinquent contracts and billed charges.

• Monitor delinquent GA and annual admin fee contracts, track overdue accounts, and send client notifications and email reminders based on aging thresholds.

• Calculate proportional (pro-rata) deductions from participants’ assets for delinquent GA/AAF contracts and update recovery methods to enable automatic charge deductions from plan assets.

• Prepare and reconcile monthly accounting reports (GL vs. Apollo), handle billing issues via Snow tickets, and correct stable value fund and trustee fee errors.

• Respond promptly to CAR emails and client inquiries, monitor weekly payment files, and handle staledated checks for TPA and advisor firms.

Required Qualifications

• College or university graduate of any course (excluding Medical, Engineering, Accountancy, IT, and related fields); fresh graduates or those with BPO experience are welcome.

• Excellent verbal and written communication skills.

• For internal applicants: at least one-year tenure in current position, with no attendance issues or disciplinary actions in the past 12 months.

• For internal applicants: consistently meets job expectations and passes all performance metrics in their current unit.

Preferred Qualifications:

• Proven organizational skills, with ability to prioritize under demanding and changing circumstances

• Negotiation and analytical skills with the ability to recognize implications of issues and solutions

• Deep understanding of various methods of communication and which ones are appropriate to use and when (e.g., phone vs. e-mail)

• Ability to build and maintain positive and solid relationships with internal and external customers

• Excellent customer service and communication skills

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 hr@manulife.com

Hybrid