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.

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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