Client Services - Senior Associate

Job Description

Job Title: Client Services – Senior Associate

Department: High Net Worth

Reports To: Assistant Manager

Job Location: 120 Eileen Stubbs Avenue, Dartmouth, Nova Scotia

Job Type: Full time, Permanent


This job requires an advanced level of business knowledge and understanding of the Canadian life insurance industry. The position requires ongoing review and management of change request related to an individual’s life insurance policy.


  • 3+ years of experience preferred in management of Universal Life Policies

  • Ability to understand Canadian insurance industry and different products offered by the client

  • Understanding of how a change request effect different values in an insurance policy and making appropriate change/s in the system based on the request

  • Ability to understand and follow complex standard operating procedure

  • Ability to work on multiple systems simultaneously

  • The ability and integrity to work with sensitive and confidential issues

  • Ability to fully understand the details of the request and work with different teams to gather values to be fed into the system and provide right output to the client

  • Excellent time management to deal with constant demands, deadlines and interruptions

  • Ability to maintain specified level of productivity and quality threshold

  • Might act as an SME for the team as and when required

  • Suggest process improvements

  • Proactively escalate any issues found in the process impacting client and providing support to resolve the same in time

  • Work on reports as and when required

  • Might act as a backup for team lead

  • Possess sound knowledge of the process and demonstrate the same


To perform this job successfully, the individual must be able to perform each essential duty effectively. The individual must possess;

  • Proficient in Microsoft Office tools – Word, Excel, Access, PowerPoint, SharePoint

  • Excellent interpersonal abilities are required to enable effective interaction and communication in both oral and written format with employees, policyholders, employers and other insurance/medical/legal professionals

  • Excellent working knowledge of various systems with the ability and willingness to learn multiple systems (CAPSIL, Ingenium, LifeSuite, Fineos, etc.)

  • Strong learner with strong analytical and decision making skills

  • Ability to multi task and balance multiple goals and priorities

  • Demonstrated ability to effectively deal with customers in a manner that is professional with a high degree of customer service

  • Ability to effectively manage change

  • Excellent facilitation skills

  • Proven skills in conflict resolution

  • Organizational skills

  • Strong interpersonal skills (self-awareness/positive attitude)

  • Demonstrated ability to work well in a team environment

  • Strong mathematical skills

  • Strong negotiation skills


  • Post-Secondary College / University Degree or equivalent

  • 3+ years of experience in Canadian Life Insurance policy operations

  • Project and/or process improvement work experience


Ability to

  • Present and facilitate training content to ensure understanding by varied audience

  • Read and interpret documents such as policies and operating and procedural manuals.

  • Write/amend routine correspondence to the insured providing policy details

  • Speak effectively and professionally to clients, external stakeholders and employees of the organization.

Fluency in spoken and written English required; fluency in French a definite asset.


  • Critical thinking, customer service skills, presentation/facilitation skills, time management, decision-making, interpersonal skills and adaptability/flexibility.


  • Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages and volumes.


  • Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions.

  • Ability to deal with problems involving a few concrete variables in standardized situations.


  • ICA, LOMA, and/or ACS strongly desired.

  • Working toward an industry designation (CLU, FLMI).

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