Bilingual Customer Service Representative – Plan Administrator

As a Bilingual Customer Service Representative specializing in Plan Administration, you will be the trusted point of contact for plan administrators, members, advisors, and partners. Your mission is to deliver exceptional service, resolve complex inquiries, and ensure a seamless experience across health and dental benefits administration.

• Deliver exceptional support by handling a wide range of service requests from plan administrators, members, advisors, third-party administrators, and regional group offices (RGO) regarding health and dental benefits, administration, and billing—across multiple channels including phone, email, fax, and mail.
• Prioritize effectively by identifying and acting on urgent matters promptly, even when urgency is not explicitly stated.
• Collaborate and resolve issues independently by working with internal group insurance teams; escalate concerns to regional offices or pricing consultants when necessary, ensuring transparency and timely communication.
• Ensure compliance by following the Canadian Division's established complaint handling process for issues that meet program criteria.

• Exceptional customer service skills – actively listen, empathize, and respond professionally to client concerns.
• 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.
• Strong problem-solving ability – identify root causes and implement effective solutions.
• Multitasking and research skills – manage multiple priorities, analyze complex issues, and present findings clearly.
• Organizational strength – prioritize and coordinate activities across departments.
• Sound judgment – make quick, informed decisions and escalate issues when necessary.
• Team-oriented mindset – collaborate effectively in a structured, fast-paced environment.
• Adaptability – thrive under high volume and constant change.

• Expert knowledge of health and dental benefits programs and policies.
• Proficiency with SAC database and related group benefits systems.
• Strong familiarity with participant portals and digital self-service tools.
• Comprehensive understanding of group insurance principles and practices.
• Cross-functional awareness of processes within other group insurance departments.
• Advanced expertise in administration and billing procedures.

• 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

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

Salary range is expected to be between

If you are applying for this role outside of the primary location, please contact 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 for more information about U.S.-specific paid time off provisions.