Senior Compliance Consultant, Complaint Handling

The US Compliance Department has an exciting and dynamic opportunity on the Customer Relations Team. This group manages complaints from policyholders for John Hancock’s Life Insurance, LTC, and Annuity product lines.

The Senior Compliance Consultant will handle investigating and responding to written customer and regulatory complaints for Life, LTC, and Annuity products. The individual will resolve these complaints received from policyholders and regulatory entities in a qualitative, timely, and equitable manner. The person must be very comfortable communicating in writing and by telephone with policyholders and Department of Insurance representatives along with internal business units throughout the company. The team member will be hardworking, adaptable, self-aware, insightful, motivated, and objective in the review of complaint and compliance matters. This individual will also work on special compliance projects and/or reporting items as needed.

This role will report to the Head of US Compliance Operations.

• The working arrangement can be Hybrid (Boston, MA or Toronto, ON) or Full Time Remote depending upon geographical location.
  
  

Position Responsibilities

• Handle written regulatory, customer, and executive complaints for Life, LTC, and Annuity products.
• Examine a variety of complaint topics involving claims, product, policyholder service, and new business/underwriting issues, and allegations of sales misrepresentation.
• Obtain research and documents needed for analysis, conduct detailed reviews, and finalize resolutions in a fair, equitable, and complete manner.
• Draft high-quality written responses that are clear, concise, and informative for the recipient’s understanding within specified timeframes.
• Discuss case items over the telephone with policyholders, family members, legal representatives, and Department of Insurance representatives to obtain and communicate key information and findings.
• Coordinate with internal business units, Legal, Compliance, Risk, Government Relations, and Management to facilitate complaint resolution, and escalate items that may require further review.
• Update complaint system to ensure accurate tracking of complaint file metrics.
• Work on special compliance projects and/or reporting items as needed.
• Coordinate sensitive and confidential issues ensuring customer privacy and satisfaction.
  
  

Required Qualifications

• Bachelor’s Degree
• Excellent written and verbal communication skills
• Takes initiative, responsibility, and accountability
• Calm and genuine personality
• Minimum 5 years of related professional experience
• Complaint handling or dispute resolution skills, or a commitment and capacity to learn and develop these proficiencies
• Understanding of insurance products (Life, LTC, and/or Annuities), compliance topics, and operations, or a dedication and willingness to quickly acquire this knowledge
• Technological proficiency including knowledge of Microsoft Office
• High degree of emotional intelligence, approachability, and discipline
• Strong interpersonal and organizational skills, analytical mentality, and attention to detail
• Ability to handle several tasks, manage stress, and meet deadlines
• Negotiating, influencing, and relationship building proficiencies
• Clear display of risk management attributes
• Consistent ethical compass
• Comfortable with change, versatile, and innovative disposition
• A focus on customer centricity, objective perspective, and dedication to doing the right thing
• Ability to work independently and as part of a team
  
  

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 [email protected].

Primary Location

USA, Massachusetts - Full Time Remote

Working Arrangement

Remote

Salary range is expected to be between

$90,225.00 USD - $162,405.00 USD

If you are applying for this role outside of the primary location, please contact [email protected] 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/John Hancock 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/401(k) savings plans and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in the U.S. includes up to 11 paid holidays, 3 personal days, 150 hours of vacation, and 40 hours of sick time (or more where required by law) each year, and we offer the full range of statutory leaves of absence.

Know Your Rights I Family & Medical Leave I Employee Polygraph Protection I Right to Work I E-Verify I Pay Transparency

Company: John Hancock Life Insurance Company (U.S.A.)