Case Manager

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:

About the role:

Reporting to the Case Management Team Leader, the Case Manager is responsible for the complete end-to-end processing of life and critical illness insurance applications submitted by our Independent Insurance Channel (IIC) advisors. In this role, you’ll create strong and trusted relationships with your Sun Life peers, advisors, and advisors’ teams, through close collaboration, consistent and proactive communication, and excellent client service.

What will you do?

• Process all aspects of independent channel life and critical illness insurance applications, leading to financial security for clients and their loved ones
• Provide proactive and consistent information to advisors regularly
• Work directly with, and support, top tier strategic partner advisors
• Handle administrative and medical requirements including plan reviews, anti-money laundering, placing orders, and following up to expedite the underwriting requirements
• Process declined applications, refund premiums, process complex changes, reissue policies, and process settle documents
• Provide timely responses to emails, phone calls and Suncentral queries with excellent client service skills to resolve problems
• Build business relationships with independent channel distribution partners, advisors, and back-office staff
• Find creative solutions that work for the Advisor, the client and Sun Life

What do you need to succeed?

• 2+ years of experience in customer service, ideally in an office environment
• Exceptional communication (verbal and written) and client service skills
• A positive, enthusiastic, and team-oriented mindset
• A natural ability to organize and prioritize various daily responsibilities and meet tight deadlines while thriving in a fast-paced team environment
• Excellent attention to detail and analytical skills with strong mathematical aptitude
• Results oriented and motivated to meet production targets daily
• Skilled in problem-solving with a focus on process improvement

Preferred Skills:

• Strong working knowledge of computer systems and software; proficient in MS Office Suite (Excel, Word, MS Access, PowerPoint) is an asset
• Knowledge of retail life insurance products and systems (Ingenium, MLIF, CSW) is an asset

Unique Requirements:

• As this position is posted in several locations, we specify that bilingualism (French, English, both oral and written) is required for Quebec only to answer calls from English and French-speaking clients across Canada or worldwide.
• Depending on work volumes, overtime may be required.
• Vacation time may be limited during peak periods to ensure adequate coverage is maintained.

What's in it for you?

• Hybrid work environment
• A friendly, collaborative, and inclusive culture
• 15 vacation days per year
• Flexible Benefits from the day you join to meet the needs of you and your family
• Pension, stock and savings programs to help build and enhance your future financial security
• The opportunity to move along a variety of career paths with amazing networking potential
• Access to our Global Learning Centre, available 24/7 for your learning needs
• Wellness programs that support the three pillars of your health – mental, physical and financial

Recent Awards:

• We are honoured to be recognized as a 2022, 2023 and 2024 Best Workplaces in Canada by Great Place to Work® Canada
• Great Place to Work® list for Best Workplaces for #HybridWork 2022
• Great Place to Work® list for Best Workplaces for Professional Development in Canada 2022
• Named “Best Places to Work” by Glassdoor, 2021 and 2023

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].

At Sun Life we strive to create a flexible work environment where our employees are empowered to do their best work. Several flexible work options are available and can be discussed throughout the selection process depending on the role requirements and individual needs.

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

Salary Range:

45,600/45 600 - 74,700/74 700

Job Category:

Customer Service / Operations

Posting End Date:

16/03/2025