Bilingual CPP Calculation Analyst

The National Life, Disability & Wellness Team is looking for a self-motivated CPP/QPP Analyst, who thrives on delivering value, is customer-obsessed, and excited to work with a small yet dynamic team. They will have good understanding of Canada Pension Plan / Quebec Pension Plan and its impact on disability benefits as well as strong mathematical and negotiation skills.  

Responsibilities:

• Calculate and code the CPP/QPP offset and adjusted LTD benefit in Navigator upon receipt of CPP/QPP disability or retirement benefit approval.

• Calculate and code other offsets such as WSIB, rehab earnings, severance, and input the adjusted LTD benefit in Navigator

• Advise Plan Member of the overpayment amount with clear explanations both verbally and in writing.

• Follow-up with Plan Member and/or Service Canada/ Retraite Quebec for reimbursement of overpayment and negotiate an acceptable repayment plan when vital.

• Proceed with claim recoveries in Navigator

• Review CPP/QPP decline letters and establish if Plan Member should appeal the decision or reapply later.

• Define if utilization of the services of an external CPP Advocate is warranted.

• Supervise a group e-mail inbox and provide responses on a rotation basis

What motivates you?

• You obsess about customers, listen, engage and act for their benefit.

• You think big, with curiosity to discover ways to use your agile approach and enable business outcomes.

• You thrive in teams and enjoy getting things done together.

• You take ownership and build solutions, focusing on what matters.

• You do what is right, work with integrity and speak up.

• You share your humanity, helping us build a diverse and inclusive work environment for everyone.

We are looking for someone with: 

• Fully bilingual (French/English): The successful candidate will be required to communicate in English and French in order to support clients from various jurisdictions outside of Quebec.

• Strong customer service focus; ability to be empathetic while delivering sometimes difficult messages

• Strong math skills

• Very comfortable with Office 365; most notably Excel and Word

• Experience with Navigator is an asset

• Able to read and interpret group insurance contracts and apply their provisions

• Exceptional communication skills, both oral and written.  

• Strong negotiation skills 

• A capacity for constant learning from both success and failure 

• Open to change and continuous improvement 

• Nice to Haves: 

• Experience in disability benefit calculations is helpful

• Knowledge of Canada Pension Plan and Quebec Pension plan legislation preferred

 On the job you will: 

• Collaborate with the CPP Senior Disability Administrator and Case Management teams to strengthen financial results.  

• Work closely with other colleagues to prioritize work especially during peak times (end of year) 

• Establish good working relationships with Service Canada and Retraite Québec agents to facilitate our work 

• Balance Doing the Right Thing for our customer but also the organization.  

Our commitment to you

• Values-first culture: We lead with our Values every day and bring them to life together.

• Boundless opportunity: We create opportunities to learn and grow at every stage of your career.

• Continuous innovation: We invite you to help redefine the future of financial services.

• Delivering the promise of Diversity, Equity and Inclusion: We foster an inclusive workplace where everyone thrives.

• Championing Corporate Citizenship: We build a business that benefits all partners and has a positive social and environmental impact.

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].

Referenced Salary Location

Salary range is expected to be between

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 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 and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in Canada includes holidays, vacation, personal, and sick days, and we offer the full range of statutory leaves of absence. If you are applying for this role in the U.S., please contact [email protected] for more information about U.S.-specific paid time off provisions.