Job Description
:The Insurance Service Associate provides exceptional service by applying a case management approach to client and advisor requests for Individual Traditional, Universal Life and Health products. The Associate utilizes product and process expertise to handle requests holistically. The Associate also collaborates with their team to ensure cases deliver on time and with good quality.
Main Accountabilities
Daily production of client and advisor cases, managed in priority order
Use the case history to understand what the advisor and client is trying to accomplish
Owns the outcome of the cases assigned
Proactive communication (phone call) with advisors and clients when a request could be mis-interpretative or we’re missing information
Daily/weekly team phone coverage from 8:00 –5:00 to handle calls transferred from the Customer Care Center Build and maintain strong relationships with advisors, clients and internal business partners
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 recommend solutions
Competencies
Requirements
Notes/Unique Requirements
Insurance Service Associate – Case Management • Sun Life Waterloo King
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