Bilingual Case Associate

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. Discover how you can make a difference in the lives of individuals, families and communities around the world.

Job Description:

Location : hybrid

Here’s your chance to use your passion for detail and providing service excellence to elevate your career to the next level through the mentorship of expert leaders in the field. You’ll put your service skills and strong work ethic to practice daily, using them to impact a new insurance channel in Canadian Operations. As a Case Associate, you’ll take part in driving a brand-new initiative within the New Business and Underwriting team at Prospr by Sun Life.

In the Case Associate role, you’ll use your skills to help shape a new team. You’ll use your expertise to innovate, influence and contribute to business rules and practices.

Through your relationship building skills and collaboration you’ll ensure clients have the best experience possible.

What will you do?

• Accurately issue life and critical illness insurance policies that are the result of an internal replacement/conversion/option or New Business
• Determine whether transactions are contractual and if underwriting is required
• Determine if all requirements have been received and, if not, request outstanding evidence and admin requirements
• Terminate existing policies
• Decrease / remove base plan or term attachments on existing inforce policies
• Move money from the terminated policy to the new policy
• Review premiums and explain the premium credit calculation
• Applying rating / exclusions to pending issue application. Determining the rating or exclusions originally applied on inforce applications and applying to the new conversion application
• Decline applications and request for the original policy to be reinstated
• Communicate daily with advisors by telephone and email in order to manage cases

What do you need to succeed?

• Bilingualism (French, English, both oral and written) is required to answer calls from English and French speaking clients across Canada and worldwide
• Strong customer service skills
• Asks questions and probes to understand stated and underlying customer needs, issues, concerns and problems
• Strong attention to detail
• Addresses concerns and problems fairly, empathetically, decisively and promptly, maintaining a diplomatic and professional manner
• Manages customer expectations and keeps them up-to-date on progress
• Raises concerns and recommends potential solutions for those processes that negatively impact the customer service experience or the fair treatment of customers
• Meets established service standards to achieve team goals and month-end commitments for commission payment by effectively prioritizing and accurately and efficiently processing work
• Shares ideas, needs and requirements clearly through verbal and written communication
• Flexibility and adaptability in an ever changing work environment
• Team player who does required share of work and supports teams success
• Ability to actively submit and participate in continuous improvement ideas, and problem solving sessions.

Reasons why should you join us under the sun

• A caring, supportive, and inclusive culture
• The opportunity to move along a variety of career paths with amazing networking potential
• Care Days available for self-care or care of others (i.e., family or others you may support) and Sick Days to support your well-being.
• Flexible Benefits from the day you join to meet the needs of you and your family
• Pension Plan participation starts immediately, and you are automatically enrolled. We help you save more with Sun Life automatic and matching contributions and by including both your salary and bonus when making contributions

Unique requirements:

18 month time commitment to the position is required

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 thebrightside@sunlife.com.

At Sun Life we strive to create a flexible work environment where our employees are empowered to do their best work. Several flexible work options are available and can be discussed throughout the selection process depending on the role requirements and individual needs.

We thank all applicants for showing an interest in this position. Only those selected for an interview will be contacted.

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