Novella Wealth is a financial brokerage based in Richmond, BC. We are a team of dedicated financial professionals committed to helping clients build financial literacy and achieve their long-term goals through personalized financial planning.

Position Overview

We are seeking a detail-oriented and proactive Case Coordinator to join our Operations Team.

The Case Coordinator plays an important role in coordinating and tracking new insurance and investment business from submission through completion. This position works closely with advisors, carriers, investment institutions, and internal departments to ensure applications and transactions are processed accurately, efficiently, and within expected timelines.

The ideal candidate is organized, proactive, detail-oriented, and comfortable managing multiple pending cases while following up with different parties to keep business moving forward.

New Business & Case Management

- Coordinate and monitor new Life Insurance, Disability, Critical Illness, and Investment cases from submission to completion.
- Review submitted documents for completeness and identify outstanding requirements.
- Follow up with advisors, clients, carriers, and financial institutions on pending requirements.
- Maintain accurate and up-to-date case status in Novella's systems and CRM.
- Monitor pending cases and proactively follow up to avoid unnecessary delays.
- Communicate case updates and outstanding requirements to advisors in a timely and professional manner.
- Escalate complicated or delayed cases to the appropriate Operations or Management team member when required.

Life Insurance

- Coordinate current life insurance applications and supporting documentation.
- Liaise with insurance carriers regarding underwriting requirements, medical requirements, outstanding documents, and policy issuance.
- Track applications through underwriting and policy delivery.
- Follow up on pending requirements and ensure outstanding items are communicated to the advisor.
- Assist with policy changes, amendments, replacements, and other post-issue transactions as required.
- Maintain accurate records of policy status and documentation.

Investment

- Coordinate new investment accounts and account-opening documentation.
- Assist with investment transfers, including T2033 transfers,



and follow up on outstanding requirements.
- Track investment loan applications and related documentation.
- Liaise with investment institutions and Fundserv where applicable.
- Monitor pending investment transactions and communicate updates to advisors.
- Ensure completed investment documentation is properly recorded and filed.

Advisor & Internal Support

- Act as a primary point of contact for advisors regarding case status and outstanding requirements.
- Provide timely updates and assistance to advisors throughout the case process.
- Work closely with the Investment, Insurance, and Administration teams to ensure smooth case processing.
- Assist advisors in identifying missing information or documentation before submission whenever possible.
- Maintain professional and effective communication with advisors, carriers, and business partners.

Documentation & Records

- Maintain accurate electronic and physical case files.
- Ensure all required documentation is properly received, recorded, and filed.
- Update client and policy information in the CRM system.
- Maintain confidentiality of client and business information.
- Follow Novella's internal procedures and compliance requirements.

General Responsibilities

- Participate in Novella training, team meetings, and Professional Development activities.
- Assist with process improvement initiatives to increase efficiency and accuracy.
- Identify recurring case issues and communicate them to the Operations Manager.
- Assist with ad hoc company events, seminars, training sessions, and other activities as required.
- Perform other case coordination and administrative duties as required.

Qualifications & Skills

- Minimum 1–2 years of administrative, case management, financial services, insurance, or investment experience; industry experience is an asset.
- Knowledge of life insurance and/or investment products is an asset.




- Strong organizational and time-management skills.
- Excellent attention to detail and accuracy.
- Strong written and verbal communication skills.
- Strong follow-up and case-tracking skills.
- Proactive and able to take ownership of pending work.
- Strong problem-solving and research skills.
- Ability to prioritize multiple cases and deadlines.
- Ability to work independently as well as collaboratively within a team.
- Proficient in Microsoft Office, particularly Outlook and Excel.
- Experience with CRM – Virtgate systems is an asset.
- Fluent in English, and Cantonese is an asset.

The Ideal Candidate We are looking for someone who is:

- Proactive – takes initiative and follows up without waiting to be reminded.
- Organized – able to manage multiple cases and priorities at the same time.
- Detail-oriented – understands that accuracy is critical when handling client and financial information.
- Solution-oriented – looks for solutions and investigates issues before escalating them.
- Accountable – takes ownership of assigned cases from beginning to completion.
- Team-oriented – communicates openly and works collaboratively with advisors and colleagues.
- Professional – communicates respectfully and professionally with advisors, clients, and business partners.
- Flexible and adaptable – able to adjust to changing priorities, handle different types of tasks, and support the team when required.
- Eager to learn – willing to develop knowledge of insurance, investments, carrier procedures, and Novella's systems.
- Reliable and committed – follows through on responsibilities and keeps others informed of progress.

A successful Case Coordinator will:

- Keep cases moving forward without unnecessary delays.
- Proactively identify and follow up on outstanding requirements.
- Provide advisors with clear and timely case updates.
- Maintain accurate case records and documentation.
- Resolve routine issues independently and escalate appropriately when necessary.
- Work collaboratively with the Novella team to provide efficient and professional support to our advisors.

Pay: $45,000.00-$60,000.00 per year

Benefits

- Dental care
- Extended health care
- Vision care

Work Location: In person

📌 Case Coordinator (Richmond)
🏢 Novella Wealth
📍 Richmond