Insurance Service Consultant(Plan Change)

Sun Life Assurance Company of Canada is seeking an Insurance Service Consultant to provide exceptional service through a case management approach for client and advisor requests related to insurance products. The role involves managing client cases, ensuring timely delivery, and maintaining strong relationships with clients and advisors.

Responsibilities

• Daily production of client and advisor cases, managed in priority order
• Use the case history to understand what the advisor and client are trying to accomplish
• Owns the outcome of the cases assigned
• Proactive communication (phone calls) with advisors and clients when a request isn’t clear or is missing information
• Case manage escalations from Client Relations or Service Recovery cases
• Daily/weekly team phone coverage from 8 AM–5 PM to handle calls transferred from the Customer Care Center Build and maintain strong relationships with advisors, clients and internal business partners
• Provide referral and development to team members on products, processes and administrative tasks
• Make business recommendations when working on complex cases where ambiguity exists
• Act as the functional Subject Matter Expert for procedure improvements and products
• 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 solutions are recommended

Skills

• Effective communication skills, both written and verbal
• Proficiency on the following mainframe systems: CSW, Ingenium Life, MLIF, TSO
• Traditional and Universal Life product knowledge
• Strong attention to detail
• Strong problem solving and decision making ability based on complex information
• Exceptional customer service skills and strong phone skills
• Approaches cases with an Owner's mindset in order to generate the right outcome for the client, company and advisor
• Strong organizational and time management skills with the 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 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
• 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
• 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

Company Overview