Client Record Maintenance (CRM) Administrator

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:

Client Record Maintenance (CRM) Administrator

Individual Insurance (Inforce Management – IFM)

Who We Are and What We Do

Individual Insurance, also known as Inforce Management (IFM), serves approximately 70,000 clients. We provide policy maintenance, handle client service requests, and support the accurate administration of individual life insurance policies throughout their lifecycle.

We have an opportunity available for a Client Record Maintenance (CRM) Administrator to join our Team.

We are proud of our team. We hire talented, motivated people and give them the autonomy to innovate. We value individuals with a “can-do” attitude who are inquisitive, detail-oriented, and eager to grow with us. This role offers an exciting opportunity to contribute to maintaining the integrity of client records and ensuring an exceptional client experience.

Core Competencies

• Do you have strong analytical and problem-solving skills and a passion for helping clients?
• Can you work effectively with others who have different perspectives, backgrounds, and styles?
• Do you have strong written and oral communication skills?
• Do you have great attention to detail and take pride in accuracy?
• Do you like to generate ideas and have the opportunity to effect change?
• Do you enjoy working as part of a collaborative team in a fast-paced environment?

Role Summary

As a Client Record Maintenance Administrator, you will manage a variety of client record transactions and policy maintenance requests. You will ensure that all updates and changes to client and policy records are processed accurately, in compliance with company policies and regulatory requirements. You’ll have the opportunity to collaborate with internal partners such as Claims, Legal, and Compliance to ensure records are current, complete, and correct.

You will receive structured on-the-job training, full guidance and support from your manager, and access to a comprehensive knowledge base to help you build confidence and develop in your role.

Key Responsibilities

Client and Policy Record Management
 

• Process client requests such as changes of address, name changes, and updates to contact details
• Record and update ownership changes, including owner deaths and ownership transfers
• Process and record Power of Attorney, Guardianship, or Conservatorship documentation
• Manage Collateral Assignments, including recording and releasing assignments
• Verify policyowner identity and ensure documentation meets compliance standards
• Handle W-9 requests, returned mail, and missing policyholder follow-ups

Data Accuracy and Quality Control
 

• Ensure all transactions are accurately recorded in administrative systems (e.g., SOLAR, AROW)
• Maintain and reconcile client information to support data integrity and audit readiness
• Monitor outstanding items, initiate follow-ups, and escalate issues as required

Client Communication
 

• Prepare and send correspondence to clients and third parties regarding record updates
• Provide clear and professional written communication aligned with company standards
• Support internal partners by supplying accurate client data and responding to information requests

Collaboration and Continuous Improvement
 

• Build and maintain relationships with staff from other departments to resolve queries
• Identify process improvement opportunities to increase efficiency and streamline workflows
• Participate actively in departmental meetings, training sessions, and team projects

Education and Experience

• Third-level qualification desirable but not required
• Previous experience in insurance administration, client servicing, or a related role preferred
• Knowledge of life insurance products or financial services industry an advantage

Skills and Attributes

• Strong analytical and problem-solving skills
• Excellent written and verbal communication skills
• Exceptional attention to detail and accuracy
• Strong organizational and time management abilities
• Proven ability to work independently and within a team environment
• High degree of integrity and commitment to client service and quality
• Ability to adapt and thrive in a fast-paced, dynamic environment

Additional Information

• Structured on-the-job training with full support and mentorship
• Opportunities for career development and professional growth within IFM
• Collaborative and inclusive team culture
• Opportunity to contribute to process and system improvements 

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