Research Benefits Administrator

About the Role

Manulife’s AdminAdvantage Administration team supports the Group Benefits business by combining people, technology, and specialist services to make benefits administration simpler and deliver a reliable experience for members and clients. The team’s goal is to be a preferred partner in the market for benefits administration and related solutions.

In this position, you will work with major corporate clients and help ensure their group benefits administration runs smoothly. You will handle member and client questions, especially those connected to eligibility, while working closely with teams across and beyond AdminAdvantage to keep the focus on the customer at every step.

This role suits someone who enjoys a dynamic, evolving workplace where priorities can shift, new ideas are welcomed, and each day brings different challenges.

Key Responsibilities

• Serve as the plan administrator for large, complex client accounts by managing routine policy administration such as terminations, changes, retirements, and member updates in benefits administration systems.
• Understand how payroll and pre-authorized debit activity affects eligibility decisions and administration.
• Handle all daily requests related to member eligibility.
• Monitor employer-submitted items in the client inbox and ensure follow-up is completed within agreed service levels.
• Administer eligibility procedures according to each client’s specific administrative guide.
• Investigate eligibility issues, identify the underlying cause, resolve the problem, and recommend ways to prevent it from recurring.
• Act as the go-to resource for the client plans assigned to you.
• Take responsibility for diagnosing member issues by reviewing available documentation before escalating when needed.
• Respond to client questions and requests clearly, accurately, and completely.
• Work with call centre representatives and other Group Benefits colleagues to resolve issues and complete requests.
• Support implementation teams during new business setup and help ensure delivery timelines are achieved.

Required Experience and Qualifications

• You bring at least 3 years of experience in customer service, with a proven history of strong performance in a professional, fast-moving setting.
• You are comfortable using MS applications and common communication tools.

Preferred Attributes

• You keep the customer’s needs and experience at the center of your work.
• You communicate clearly and can explain complex ideas in simple terms.
• You learn quickly and adapt easily to new concepts, systems, and technologies.
• You are approachable and build strong working relationships with others.
• You work with a strong sense of accountability and initiative.
• You adapt well to change and stay composed during difficult situations or conversations.
• You are comfortable moving work forward even when the path is not fully defined.
• You use sound judgment and innovative thinking to solve problems and support business outcomes.
• You look for opportunities to improve processes and take action to make things better.
• You build effective relationships with colleagues locally and across global teams.
• You are committed to continuous learning and professional growth.

What You’ll Gain

• Support to learn and develop the career path you want.
• A flexible and inclusive environment that values well-being.
• Opportunities to contribute within a global team and help shape the future.

Additional Information

This is an existing vacancy.

Location: Halifax, Nova Scotia, Canada.

Working arrangement: Hybrid.

Salary range: CAD 42,525 to CAD 70,875 per year.

Employees may also be eligible for incentive programs and performance-based incentive compensation. The final salary depends on local market conditions, geography, and job-related factors such as knowledge, skills, qualifications, experience, and education or training. If you are applying outside the primary location, you can contact hr@manulife.com for the salary range in your location.

Eligible employees receive a broad benefits package that may include health, dental, mental health, vision, short- and long-term disability, life insurance, AD&D coverage, adoption and surrogacy benefits, wellness benefits, and employee/family assistance support. Retirement savings options may include a pension plan and a global share ownership plan with employer matching contributions, along with financial education and counseling resources. In Canada, paid time off includes holidays, vacation, personal days, and sick days, plus the full range of statutory leaves. U.S.-specific time-off details are available by contacting hr@manulife.com.

Manulife uses data analytics technologies, including artificial intelligence and automated tools, to assess and process information provided during the application process. Refer to the personal information collection statement for more details.

Equal Opportunity and Accommodation

Manulife/John Hancock is committed to equal opportunity, diversity, and inclusion. Hiring, retention, advancement, and compensation are handled without discrimination based on protected grounds under applicable law, including race, ancestry, place of origin, colour, ethnic origin, citizenship, religion, creed, sex, pregnancy-related conditions, sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, and other legally protected grounds.

Reasonable accommodation is available during the application process for candidates who request it. A Human Resources representative will support accommodation requests, and information shared during that process is handled in line with applicable laws and company policies. To request accommodation, contact hr@manulife.com.

About Manulife

Manulife Financial Corporation is an international financial services company that aims to make decisions easier and lives better for its customers. More information about the company is available on its corporate website.