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 were 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 CIs 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 Solid 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 rapid 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 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.

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