Job ID: 10177

Employment Type: Existing Role

Work Environment: We offer a hybrid work environment that provides flexibility to employees in balancing in‑office (2 days per week or 15 hours per week in a Wawanesa office) and remote work. Employees may work from Toronto (North York), ON; Kitchener, ON.

Working Business Language: English

Salary: At Wawanesa, salary is part of a holistic offering. Full‑time and part‑time permanent employees are eligible for an annual bonus plan, leave of absence top‑up programs, generous vacation time, personal days, premium free benefits and a pension plan.

The salary for this role is estimated to be within the range $70,000 – $85,000. Candidates with expectations outside this range are still encouraged to apply.

Job Overview

We are seeking a dedicated Service Associate to provide direct support to our Regional Sales Manager as the primary point of contact for brokers, plan sponsors, education and enforcement of Group Benefits administrative rules and guidelines across our service model.

This role includes occasional special handling with members to resolve escalated issues. The Service Associate will ensure seamless, ongoing post‑sale support that enhances client satisfaction, streamlines issue resolution, and strengthens trust between brokers and Wawanesa Life.

Job Responsibilities

- Serve as the main liaison for brokers, plan sponsors, and occasionally members after the sale of a policy, overseeing and managing the administration of specific client Group Benefit plans according to established rules and guidelines.
- Provide comprehensive support to the sales team through all post‑sale activities, including assistance with policy amendments and renewals.
- Identify process and documentation needs, assist in their development, and maintain internal process manuals,



decision documentation and administrative documents for plan administrators and business partners.
- Build and maintain strong client relationships through excellent service and Group Benefits expertise.
- Review renewals, provide additional information to advisors where appropriate, and support negotiation to retain business.
- Generate detailed reports and analyze data for internal and external stakeholders, supporting performance monitoring and informed decision‑making.
- Act as the central coordination point between external contacts and internal teams (such as underwriters, claims, and administration), ensuring information is promptly and accurately transferred.
- Coordinate and manage inquiries, issues or escalations by promptly assessing urgency and ensuring critical concerns are routed to the appropriate internal teams. This involves monitoring incoming client matters, determining priority based on impact and deadlines, and facilitating timely resolution while maintaining clear and consistent communication with stakeholders.
- Collaborate closely with Regional Group Managers (RGMs) to streamline communication and support efficient post‑sale processes.

Qualifications

- Post‑secondary education in a related field.
- Minimum of 5+ years’ experience in a service or support role related to group benefits, insurance, or account management.
- In‑depth understanding of Group insurance principles and benefit plans, including health, dental, life and disability insurance.




- Maintain a high level of knowledge of product offerings, contracts and administrative policies and practices.
- Excellent communication and interpersonal skills, with the ability to communicate at the right level for the intended audience, including internal and external customers.
- Demonstrates strong attention to detail, with the ability to identify key information, solve problems effectively, make sound decisions, and manage time and tasks efficiently.
- Ability to work independently and in a team environment.
- Willingness and ability to travel throughout the assigned region and across multiple provinces, including occasional overnight stays, as required.
- Bilingualism is an asset.
- Solid Microsoft Office skills are required.

Diversity Equity, Inclusion & Belonging

At Wawanesa, we are committed to Diversity, Equity, Inclusion and Belonging (DEIB) and believe that our strength lies in the diversity of our people – this is supported by having a representative workforce. We welcome applications from all qualified candidates, including racialized persons, women, Indigenous Peoples, persons with disabilities, members of the 2SLGBTQIA+ community, gender‑diverse and neurodiverse individuals, and anyone who can contribute to the diversification of thought and ideas.

We aim to ensure our recruitment process is accessible to all candidates. If you require accommodations during any stage of the recruitment process, please reach out in confidence to [email protected] .

Please note that the recruitment process for this position may involve the use of AI tools to screen, assess, or select applicants. All final decisions are taken or reviewed by human recruiters and human hiring leaders in compliance with all applicable legislation.

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📌 Group Benefits Service Associate (Kitchener)
🏢 Wawanesa
📍 Kitchener