Job Description

The Retirement Marketing Communications & Customer Advocacy supports the Retirement function, focusing on marketing communications and customer engagement. This individual contributor role works closely with cross-functional teams to deliver consistent messaging and enhance customer experience.

The primary purpose of this role is to execute customer-centric communication strategies and drive advocacy initiatives. The position is responsible for managing campaigns, developing content, and leveraging customer insights to improve engagement, strengthen trust, and support growth in the retirement business.

Position Responsibilities:

• Manage end-to-end claims processing and ensure timely, accurate adjudication
• Assess and validate claims based on policy terms, documentation, and regulations
• Process claim payments and ensure correct beneficiary disbursement
• Communicate effectively with customers, field teams, and internal stakeholders
• Handle claim-related issues (e.g., reissuance, stop payment) and resolve inquiries
• Ensure compliance with regulatory requirements and identify potential fraud risks
• Contribute to process improvements, system enhancements, and team projects

Required Qualifications:

• Bachelor’s degree or relevant work experience
• Strong understanding of claims processing and insurance products
• Good analytical and problem-solving skills
• Strong communication and interpersonal skills
• Able to manage multiple tasks and meet deadlines
• Basic knowledge of insurance regulations and contract terms
• Familiar with systems and tools for claims processing
• Detail-oriented with a customer-focused mindset

Preferred Qualifications:

• Solid interpersonal skills to effectively build relationships and communicate with other

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

Working Arrangement

Hybrid