Resolution Case Manager

Sun Life Québec; Montreal; Hybrid; CAD 56,000 - 93,000; Full time

Job summary

A financial services company in Montreal is seeking a Resolution Case Manager to support clients in achieving their financial goals. The role involves supervising new registrants, handling client escalations, and ensuring compliance with best practices. An ideal candidate will have strong communication skills and a passion for customer service. This position offers a hybrid work model, competitive salary, and comprehensive benefits.

Benefits

Competitive Salary

Comprehensive benefits package

3 weeks paid vacation

Employee matched pension plan

Stock purchase plan

Qualifications

• Bachelor degree or 2+ years of relevant experience.
• Strong knowledge and passion of retail insurance and investment products.
• Availability on a variable schedule Monday to Friday between 8am to 8pm.

Responsibilities

• Support the Manager with client escalations.
• Supervise new life & wealth registrants.
• Provide recommendations to sales management on registrant suitability.

Skills

Strong communication skills

Problem-solving skills

Relationship building

Education

Bachelor degree

Tools

Salesforce.com

Job description

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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 :

Be part of a unique change! At Sun Life Financial the client is at the centre of everything we do. As a Resolution Case Manager at Prospr by Sun Life, you will contribute to our mission of helping clients achieve lifetime financial security and live healthier lives.

As a Prospr “RCM”, you are a team player who enjoys helping Canadians meet their short and long-term financial goals. You are a solution oriented and effective communicator, who uses active listening to understand client needs and provide tailored and timely recommendations; and you thrive in a work environment committed to continuous improvement, personal growth, and your professional development. Above all you get satisfaction and enjoyment in helping others.

Why join our Team? The reasons are as diverse as the people who work here. Here are some examples of what’s in it for you :

• Work under a hybrid model in our Sun Life offices located in downtown Toronto or Montreal.
• Competitive Salary and annual incentive plan
• A Comprehensive benefits package which includes :
• Medical, dental, life, and disability insurance
• Employee matched pension plan
• Stock purchase plan
• 3 weeks paid vacation
• Licensing fees covered
• The opportunity to work in an environment committed to continuous improvement as well as personal growth and career development
• The ability to be part of a new and evolving Prospr Team – you will be contributing to shaping the future of the business!
• The chance to work in a positive, dynamic, and collaborative work environment where you are encouraged to share your ideas and be heard

Licensing Requirements :

A valid and active Life License in your home province for minimum 5 of last 7 years (LLQP) and Insurance of person license in Quebec (1a) for last 24 of 36 months, is a requirement of this role

Valid and active Mutual Fund License (MFDA)

Reporting to the Manager, Resolution and Oversight, you will :

Support the Manager, Resolution and Oversight with activities related to client escalations and front-line advisor support.

Responsible for supervising new life & wealth registrants; including new registrants within the Advisor Development Program (ADP).

Responsible for continual spot-check and compliance quality assurance reviews on Needs-Based Selling practices for Insurance sales across the advisor cohort. Inclusive of logging all oversight activity and providing direct feedback to advisors and immediate manager.

Responsible for continual spot-check on wealth activities to perform internal controls. Inclusive of logging all oversight activity and providing direct feedback to advisors and immediate manager.

Provide recommendations to sales management on new registrant acumen and suitability for the Prospr advisor role.

Identify and help to eliminate advisor knowledge gaps by sharing feedback to their sales manager for coaching and development purposes. Inclusive of creating and performing trainings to advisors and support staff.

Provide background to deny a write off request or make a recommendation to a Manager, Resolution and Oversight to approve a write off request.

Log all questions, errors, escalations and exceptions with precision and accuracy to support coaching / development and business compliance requirements. Inclusive of quarterly reporting.

Support continuous improvement in the Prospr by identifying and reporting process inconsistencies and / or identify process gaps to the Manager, Resolution and Oversight to support process improvements.

What do you need to succeed?

Bachelor degree or 2+years of relevant experience

Mutual Fund sales and service experience

Insurance sales and service experience

Strong knowledge and passion of retail insurance and investment products

Experience doing business over the phone

Strong knowledge and understanding of Mutual Fund Industry, Compliance and Dealer Operations practices

Availability on a variable schedule Monday to Friday between 8am to 8pm

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.

Assets :

CFP designation

Excellent communication skills, both written and verbal

Strong relationship building skills

Experience in blended or outbound Call Centre or telephone servicing

Sun Life Individual Insurance and Investment product knowledge

Experience using Salesforce.com for client relationship management

Ability to leverage digital tools to create engaging client interactions

Strong problem-solving skills

Adaptable and resourceful

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 [e-mail].

We are proud to be a hybrid organization that offers our employees the choice and flexibility to work from both the office and virtually based on the needs of the business, our Clients and you! Several 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 :

56,000 / 56 000 - 93,000 / 93 000

Job Category :

Sales - Client Relationship Management

Posting End Date : 17 / 08 / 2025

Seniority level

Seniority level

Not Applicable

Employment type

Employment type

Full-time

Job function

Job function

Other

Industries

Financial Services and Insurance

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