Resolution Case Manager

* 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 heardA 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 * 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.* 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.* Ability to leverage digital tools to create engaging client interactions* Strong problem-solving skills* Adaptable and resourceful* 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 managementThe 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. **Shine together**At Sun Life, you can be your most brilliant self. Our supportive, flexible, and inclusive work environment is one where you – and your career – can thrive. Whatever your aspirations, collaborative leaders and colleagues are ready to help you learn, grow, and succeed.**Make life brighter**We’re a global company with a passion for people. Our purpose is to help Clients achieve lifetime financial security and live healthier lives. As a team of 30,000 across 26 countries, our impact is far-reaching, and locally relevant There’s power in numbers. As part of Sun Life’s growing team, you have an impact on people in your community and around the world.**Shape the future**With an optimistic eye on a brighter future, we drive to innovate. Be part of leading change, push boundaries and try new ways of working. Use data to drive bold actions. Be agile and pivot as we test and learn. At Sun Life, we’re driving transformation, sustainability and innovation for our Clients, employees, partners, and communities. Join us. Together, we can make the future brighter.Join a top employer for a brighter future. Visit
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