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Senior Wholesale Case Associate

Sun Life Financial

This is a Contract position in Waterloo, ON posted May 16, 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:

Reporting to the Team Leader, Wholesale Issue, the Senior Wholesale Case Associate is responsible for the prompt, accurate and complete end-to-end processing of life and critical illness insurance applications submitted by our Independent Insurance Channel (IIC) Distribution. In this role, you will have the opportunity to create strong and trusted relationships with Sun Life, our Advisors, and their teams, through close collaboration, consistent and proactive communication, and excellent customer service.

As the Senior Wholesale Case Associate, you will ensure administrative and premium requirements are received, order underwriting requirements, and make changes to policies as requested by the advisor. You will also ensure the accurate production of policy contracts for delivery to the advisors and process the settle requirements and payments once accepted.

What will you do? 

  • Prompt and accurate processing of all aspects of IIC new business life and critical illness insurance applications including conversions and replacements

  • Provide proactive and consistent information to the advisors on a regular basis

  • Prompt handling of administrative and evidence requirements including placing orders and following up to expedite the underwriting requirements so that the policy can be issued

  • Provide a prompt and accurate production of the policy contract and include the invoice prior to mailing to the advisor or back office

  • Promptly process declined applications and refund premiums if applicable, as well as process complex changes, adjustments, corrections, reissue of policies, process settle documents and handle cheque deposits

  • Provide a prompt response to all emails, phone and advisor site queries with excellent customer service skills and an owner’s mindset to resolving any issues

  • It is essential to build productive business relationships with third party distribution partners, Advisors, and back-office staff

  • Finding creative solutions that work for the Advisor, the client and Sun Life are imperative to our business

What do you need to succeed?

  • Exceptional communication (verbal and written) and customer service skills with a positive, enthusiastic, and team-oriented mindset

  • Natural ability to organize and prioritize various daily responsibilities and meet tight deadlines while thriving in a fast-paced team environment

  • Excellent attention to detail and analytical skills with strong mathematical aptitude 

  • Results oriented and motivated to meet production targets on a daily basis

  • Skilled in problem-solving with a focus on process improvement

  • Strong working knowledge of computer systems and software; proficient in MS Office Suite (Excel, Word, MS Access, PowerPoint) is an asset

  • Extensive knowledge of retail life insurance products and systems (Ingenium, MLIF, CSW) is an asset

  • 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.

 What’s in it for you?

  • Flexible Benefits from the day you join to meet the needs of you and your family

  • Pension, stock, and savings programs to help build and enhance your future financial security

  • The opportunity to move along a variety of career paths with amazing networking potential

  • We’re proud to be a Best Workplace for Hybrid Work by Great Place to Work® Canada

What else should you know? 

  • Depending on work volumes, overtime will be required 

  • Vacation time may be limited during peak periods to ensure adequate coverage is maintained 

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:

40,500/40 500 – 66,000/66 000

Job Category:

Customer Service / Operations

Posting End Date: