The Investigation Support Analyst, Investigation Services is responsible for applying Group Benefits and Affinity Markets knowledge, attention to detail, problem-solving abilities, customer service and basic investigation/data analysis skills by managing key intake responsibilities that support the Investigation Services team to successfully investigate and prevent fraud and abuse.

Position Responsibilities:

• Administrative Management and Support: Manage the claims intake functions for the Medical and Dental Investigations Department, log reports into case management systems, and support investigators and analysts with administrative tasks as required.

• Investigation and Audit Support: Demonstrate initiative in managing basic investigations, conduct routine investigations with various stakeholders, support audit programs, and prepare verification reports for participants and providers.

• Collaboration and Validation: Engage and consult with internal resources such as Customer Service and the Marketing team, validate claims by communicating with providers or participants, and verify data to determine the need for an investigation.

• Case Creation and Escalation: Create cases for identified issues and escalate them to an analyst for further processing and monitor the Investigations Services inbox and other communication channels.

• Reporting and Recognition: Summarize the results of ongoing audits via monthly or quarterly reports, and oversee the fraud recognition program, communicating awards to relevant business units.

Required Qualifications:

• Knowledge of Group Benefits and/or Affinity Markets

• University degree or equivalent work experience    

• Knowledge of fraud and abuse risk

• Strong research, problem solving and decision-making skills 

• Excellent oral communication (both phone and face to face) and written communication skills  

• Intermediate data analysis skills with expertise using Excel and other data mining software 

Preferred Qualifications:

• Demonstrated investigation skills with attention to detail  

• Ability to be creative, critical and aggressive in managing audit and investigative activities

• Organizational skills and the ability to manage multiple conflicting priorities

• Claims and/or Contact Centre experience would be an asset

• Bilingual is an asset

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.

#LI-HYBRID

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].

Waterloo, OntarioHybrid

Salary range is expected to be between

$37,425.00 CAD - $62,375.00 CAD

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.