Insurance Service Associate Case Management

You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. Discover how you can make a difference in the lives of individuals, families and communities around the world.

Job Description:

The Insurance Service Associate provides exceptional service by applying a case management approach to client and advisor requests for Individual Traditional, Universal Life and Health products.  The Associate utilizes product and process expertise to handle requests holistically. The Associate also collaborates with their team to ensure cases deliver on time and with good quality.

Main Accountabilities

• Daily production of client and advisor cases, managed in priority order
• Use the case history to understand what the advisor and client is trying to accomplish
• Owns the outcome of the cases assigned
• Proactive communication (phone call) with advisors and clients when a request could be mis-interpretative or we’re missing information
• Daily/weekly team phone coverage from 8:00 –5:00 to handle calls transferred from the Customer Care Center Build and maintain strong relationships with advisors, clients and internal business partners  
• Ability to understand, interpret and explain all aspects of Traditional, Universal Life and Health insurance products (past and current), their benefits, and by company (SLF, Met, Prudential and Clarica)
• Understand and apply policy provisions and tax regulations correctly
• Create CI’s where opportunities for client experience improvement or efficiency in processes are identified  and recommend solutions

Competencies

• Effective communications skills, both written and verbal
• Proficiency on the following mainframe systems: CSW, Ingenium Life, MLIF, TSO
• Strong level attention to detail
• Strong developed phone skills
• Strong problem solving and decision making ability based on complex information
• Exceptional customer service sills
• Approaches cases with an Owners mindset in order to generate the right outcome for the client, company and advisor
• Strong organizational and time management skills with demonstrated ability to prioritize
• Team player with positive attitude, enthusiasm and commitment to provide quality and timely service
• Ability to be self-motivated, self directed and work independently
• Ability to multi-task and prioritize effectively in a fast paced, changing environment
• Recognizes need for urgency and executes quickly and decisively in time sensitive situations

Requirements

• Developed analytical and problem solving skills
• Traditional and Universal Life product knowledge
• Bilingualism (French, English, both oral and written) is required to answer calls from English and French speaking clients across Canada and worldwide. 

Notes/Unique Requirements

• Ability to work overtime when needed to meet the demands of the workload.
• Must be willing to provide phone coverage until 5 pm on a rotating basis.

The Base Pay range is for the primary location for which the job is posted. It may vary depending on the work location of the successful candidate or other factors. In addition to Base Pay, eligible Sun Life employees participate in various incentive plans, payment under which is discretionary and subject to individual and company performance. Certain sales focused roles have sales incentive plans based on individual or group sales results.  

Diversity and inclusion have always been at the core of our values at Sun Life. A diverse workforce with wide perspectives and creative ideas benefits our Clients, the communities where we operate and all of us as colleagues. We welcome applications from qualified individuals from all backgrounds.

Persons with disabilities who need accommodation in the application process, or those needing job postings in an alternative format, may e-mail a request to [email protected].

We are proud to be a hybrid organization that offers our employees the choice and flexibility to work from both the office and virtually based on the needs of the business, our Clients and you! Several work options are available and can be discussed throughout the selection process depending on the role requirements and individual needs.

We may use artificial intelligence to support candidate sourcing, screening, interview scheduling.

We thank all applicants for showing an interest in this position. Only those selected for an interview will be contacted.

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