Investigation Analyst

Description

Manulife’s Customer Experience Investigation Services department, an industry leader in fraud prevention is looking for a dynamic individual to join its team.

This department is dedicated to preventing, detecting and investigating incidences of fraud and abuse against its benefit plans.

The Investigation Analyst, Investigation Services is responsible for applying Group Benefits knowledge, attention to detail, problem solving abilities, customer service, investigation and data analysis skills to identify, investigate and prevent fraud and abuse.

Additionally, this role will support the Manager with projects and initiatives.

Key Accountabilities :

• Perform risk based data profiling and analysis to identify trends and outliers in various categories for further review and investigation
• Lead and support audit programs; coordinating, assessing, and making decisions on investigations
• Take initiative and lead investigations to successful conclusion including the preparation of criminal and regulatory complaints
• Conduct interviews of plan members, providers of service and others
• Create written audits and other correspondence to plan members, providers of service and others
• Engages, interacts and consults with various internal contacts such as Customer Service, Legal, Client Relations, Medical Consultants, Regional Group Office and external stakeholders such as Health Practitioner Regulatory Bodies, Colleges and Associations, and Plan Sponsors
• Lead, support and implement key investigative projects
• Comfortable delivering effective presentations to new and existing clients
• Travel is required for this role including the ability to work outside of core working hours

Qualifications :

• Knowledge of Group Benefits
• Knowledge of the Canadian healthcare environment, service delivery model and regulation
• University degree or equivalent work experience
• CFE designation is an asset
• Knowledge of fraud and abuse risk, and techniques to manage risk
• Strong research, problem solving and decision making skills
• Ability to manage contentious interactions with various stakeholders
• 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
• 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
• Fluent in French (reading, writing and speaking) is an asset

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 stakeholders and has a positive social and environmental impact.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better.

With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Asia, Canada, and Europe, and primarily as John Hancock in the United States.

We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups and institutions.

At the end of 2022, we had more than 40,000 employees, over 116,000 agents, and thousands of distribution partners, serving over 34 million customers.

At the end of 2022, we had $1.3 trillion (US$1.0 trillion) in assets under management and administration, including total invested assets of $0.

4 trillion (US $0.3 trillion), and segregated funds net assets of $0.3 trillion (US$0.3 trillion). We trade as MFC’ on the Toronto, New York, and the Philippine stock exchanges, and under 945’ in Hong Kong.

Manulife is an Equal Opportunity Employer

Salary & Benefits

The annual base salary for this role is listed below.

Primary Location

CAN, Ontario, Waterloo, 500 King Street North

Salary range is expected to be between

$40,800.00 CAD - $68,000.00 CAD

If you are applying for this role outside of the primary location, please contact 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 for more information about U.S.-specific paid time off provisions.