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New Business Case Associate

Sun Life Financial

This is a Contract position in Montreal, QC posted November 14, 2023.

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: In office Montréal or Waterloo hybrid

New Business case Associate

We are looking for a Senior Issue associate to join the New Business Issue Team focussed on service excellence, collaboration and innovation. The Senior Issue Associate is to issue life and critical illness insurance policies accurately and in a timely manner. Three types of transactions that are processed include: Internal Replacements, Conversions and Options.

If you have a passion for providing excellent service and enjoy working in a fast paced environment we’d love to speak with you!

What will you do?

  • Accurately issue 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.
  • Determining if an upsell is available by reviewing the clients financial information
  • 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?

  • 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.
  • Strong customer service skills
  • Asks questions and probes to understand stated and underlying customer needs, issues, concerns and problems
  • Addresses concerns and problems fairly, empathetically, decisively and promptly, maintaining a diplomatic and professional manner
  • 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
  • Conveys ideas, needs and requirements clearly through verbal and written communication
  • Flexibility in a 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.

What’s in it for you?

  • We’re proud to be recognized as a company with a 2023 Most Trusted Executive team by Great Place to Work® Canada
  • Competitive salary and bonus structure influenced by market range data
  • Flexible Benefits from the day you join to meet the needs of you and your family.
  • A collaborative and interactive team environment

Unique requirements:

CSRs are required to sign into the team's phone queue
Phone duty until 5:00 pm is required 2 – 3 times per month

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

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.

Salary Range:

44,700/44 700 – 73,200/73 200

Job Category:

Customer Service / Operations

Posting End Date: