Member Set-up Administrator III

We’re looking for a Member Set-up Administrator III to join our Insurance Operations team at MGS. In this role, you are responsible for handling more complex member setup activities, referrals, mailbox inquiries, escalations, and specialized applications. The role supports the overall department by ensuring cases are accurately set up and ready for underwriting, resolving setup and benefit-related issues, and providing guidance on cases referred by Junior MSAs.

Position Responsibilities:

Clean Case Underwriting

Evidence of Insurability (EOI)

• Process Evidence of Insurability forms, including determining whether underwriting is required and validating Client Maintenance information to ensure the member’s request aligns with the applicable plan contract.
• Set up MedOne records for excess and late applicants.
• Contact the PA, PMA, or AA for applications that are not in good order or require additional information.
• Create WIT inquiries to forward EOI or Beneficiary forms and follow up with PMA when required.
• Create RushTAT requests for PMA when applicable.

Return Mail

• Process Return Mail by checking the system for an updated member address.
• When no updated address is available, coordinate with the PA or AA to obtain the correct information and update MedOne accordingly.
• For PA letters, create a WIT inquiry to verify the address on the system.

GB_Medical_Underwriting Mailbox

• Manage the group's mailbox, which receives responses to MSA inquiries and inquiries from PA, PMA, AA, and RGOs, including Service Representatives, Account Executives, and Group Underwriters.
• Review responses to determine whether sufficient information has been received to complete a pending application setup. Once complete, assign the application to an Underwriter.
• Handle referrals from GB Medinq and Underwriters requiring MSA input.
• Create WIT inquiries to PDS and RGOs to validate contract information when there are discrepancies in benefit structures.
• Monitor GBMU folders to support timely handling of incoming work.
• Create and index CSDs as required.

Escalations and Special Handling

• Handle escalated cases requiring additional review, coordination, or follow-up.

Process Overage Dependent Requiring Special Attention applications in accordance with established handling requirements

Required Qualifications:

• At least 3 years of experience in member setup administration or a related role.

• Bachelor’s degree in a relevant field or related discipline.

Preferred Qualifications:

• Strong attention to detail and analytical skills.
• Proficient in relevant systems, databases, and software.
• Effective communication and customer service skills.
• Strong organization and workload management skills.
• Demonstrates problem-solving, adaptability, and teamwork.

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 hr@manulife.com.

About Us

We're Manulife. And we’re on a mission to make decisions easier and lives better.

Better is what drives us. It’s what inspires us to find new ways to support customers and colleagues in living longer and healthier lives. It’s the reason we’re dedicated to investing in digital innovation and industry-leading AI, and accelerating a sustainable and economically inclusive future.

Joining us means you’ll be empowered to learn and grow your career. We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words. And as part of our global team, you’ll help shape the future you want to see – and discover that better can take you anywhere you want to go.

We’re proud of our accomplishments and recognition. Recent awards include:

• 2026 Gallup Exceptional Workplace Award Winner
• Manulife Named one of Forbes World’s Best Employers 2025
• Financial Times World’s Best Employers Asia-Pacific 2026
• We’ve been recognized as one of Canada’s Top 100 Employers 2026
• #1 Life Insurer for AI Maturity by Evident 2026

Our ambition is to be the number one choice for customers. Learn more at https://www.manulife.com/.