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Resolution Case Manager
Sun LifeResolution Case Manager role at Sun Life managing escalated client issues and coaching Financial Services Consultants. Focusing on providing quality client experiences in financial services.
About the role
Key responsibilities & impact- Respond to Financial Services Consultants' (FSC) questions in a timely manner
- Support the elimination of FSC knowledge gaps
- Provide targeted coaching and/or training to individuals/small groups
- Review and take ownership for resolving all escalated issues
- Consult directly with Sun Life Financial Executives, Ombudsman and/or Privacy Office
- Manage the CSC Knowledge in-box within the published service level
- Support continuous improvement in the CSC
- Act as the backup to the CSC Licensing Associate
Requirements
What you’ll need- Proficient knowledge of group retirement products (GRS), group insurance products (GB) and CSC processes and tools
- In depth client service orientation and defusing skills
- Comprehensive consulting and negotiating skills with the ability to impact and influence others
- Proficient verbal and written communication skills
- Bilingualism (French, English) is required for Quebec
- Must be able to accommodate shift work (currently 8 AM-8 PM EST, Monday-Friday)
Benefits
Comp & perks- Health insurance
- Flexible work arrangements
- Professional development opportunities
- Paid time off
- Collaborative and inclusive culture
- Incentive plans based on individual or company performance
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
group retirement productsgroup insurance productsCSC processesconsulting skillsnegotiating skillsclient service orientationdefusing skillsverbal communicationwritten communicationbilingualism
Soft Skills
coachingtrainingproblem-solvinginfluencingcontinuous improvementownershiptimelinessadaptabilityteam collaborationcustomer focus