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.

At Sun

Life, we're driven by our Purpose: helping our Clients achieve lifetime financial security and live healthier lives.

Our values shape how we work: caring, authentic, bold, inspiring, and impactful. When you join Sun Life, you'll work with passionate colleagues and empowering leaders who support your growth and celebrate your contributions, so you can make a meaningful difference in our Clients' lives. Discover how you can make a difference in the lives of individuals, families and communities around the world. :

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 setting

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

As this position is posted in several locations, we specify that bilingualism (French, English,



both oral and written) is required for Quebec only for the frequent interactions with English and French-speaking colleagues or internal partners across Canada or 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.

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.

Salary Range

49,000/49 000 - 77,000/77 000

Job Category

Customer Service / Operations

Posting End Date

06/08/2026

📌 Insurance Service Associate – Case Management (Waterloo)
🏢 Sun Life
📍 Waterloo