Join us as a **Customer Outcomes Facilitator** and transform the life insurance claims experience by owning cases end‑to‑end, engaging customers with empathy, and driving timely resolutions through cross‑functional collaboration. **Impact on Mission:** You will help deliver our brand promise during life’s critical moments—reducing friction, restoring confidence, and ensuring customers feel heard, supported, and informed. **What You’ll Gain:** Meaningful customer impact, exposure to multi‑disciplinary teams, growth in outcome enablement and experience design, and the chance to shape service improvements through Voice of the Customer insights. **Position Responsibilities** + **Serve as the single point of contact** for assigned claims; advocate for customer needs and ensure continuity. + **Track progress and proactively follow up** on pending actions to prevent delays (documents, requirements, dependencies). + **Escalate delays with context and urgency;** coordinate resolution with Claims, Underwriting, Legal, Finance, and Distribution. + **Ensure timely and accurate documentation** of all interactions, commitments, and decisions for compliance and continuity. + **Initiate regular customer updates** to reduce anxiety and build confidence; communicate with empathy and clarity. + **Use active listening** to surface unspoken concerns and emotional cues; respond with care during sensitive moments. + **Facilitate timely handoffs** and maintain alignment on case status and next steps across internal stakeholders. + **Identify potential blockers early** (e.g., missing documents, unclear policy terms) and take corrective actions. + **Monitor adjudication progress** and follow through until final payout; own outcomes, not just tasks. + **Capture customer sentiment and feedback** ; contribute insights to Experience Reviews and Voice of the Customer programs. + **Document recurring pain points** and recommend process/policy improvements; support continuous service design enhancements. **Required Qualifications** + **Experience:** 3–5 years in life/health insurance claims, customer service, case management, or a related frontline role. + **Tools & Systems:** 2+ years using CRM/case management and claims administration systems; proficient with Microsoft 365 (Outlook, Teams, Word, Excel). + **Education:** Bachelor’s degree in Business, Finance, Psychology, Nursing/Medical Sciences, Communications, or a related field; equivalent experience considered. + **Core Skills:** Exceptional written and verbal communication, active listening, empathy, problem-solving, and follow‑through; ability to manage sensitive conversations and maintain confidentiality. + **Compliance & Documentation:** Strong discipline in accurate record‑keeping and adherence to policies, procedures, and regulatory standards. **Preferred Qualifications** + Customer experience/operations credentials. + Advanced proficiency in **CRM platforms (e.g., Salesforce)** and analytics/reporting (e.g., Excel, Power BI). + Prior experience in **cross‑functional coordination** with Claims, Underwriting, Legal, Finance, and Distribution. + Demonstrated contributions to **Voice of the Customer** and experience design initiatives. + **Multilingual** communication capability and experience handling **emotionally sensitive** customer scenarios. **_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. **Acerca de Manulife y John Hancock** Manulife Financial Corporation es un importante proveedor internacional de servicios financieros que ayuda a las personas a tomar decisiones de una manera más fácil y a vivir mejor. Para obtener más información acerca de nosotros, visite http://www.manulife.com . **Manulife es un empleador que ofrece igualdad de oportunidades** En Manulife/John Hancock, valoramos nuestra diversidad. Nos esforzamos por atraer, formar y retener una fuerza laboral tan diversa como los clientes a los que prestamos servicios, y para fomentar un entorno laboral inclusivo en el que se aprovechen las fortalezas de las culturas y las personas. Estamos comprometidos con la equidad en las contrataciones, la retención de talento, el ascenso y la remuneración, y administramos todas nuestras prácticas y programas sin discriminación por motivos de raza, ascendencia, lugar de origen, color, origen étnico, ciudadanía, religión o creencias religiosas, credo, sexo (incluyendo el embarazo y las afecciones relacionadas con este), orientación sexual, características genéticas, condición de veterano, identidad de género, expresión de género, edad, estado civil, estatus familiar, discapacidad, o cualquier otro aspecto protegido por la ley vigente. Nuestra prioridad es eliminar las barreras para garantizar la igualdad de acceso al empleo. Un representante de Recursos Humanos trabajará con los solicitantes que requieran una adaptación razonable durante el proceso de solicitud. Toda la información que se haya compartido durante el proceso de solicitud de adaptación se almacenará y utilizará de manera congruente con las leyes y las políticas de Manulife/John Hancock correspondientes. Para solicitar una adaptación razonable en el proceso de solicitud, envíenos un mensaje a recruitment@manulife.com . **Modalidades de Trabajo** Híbrido