Client Relations Consultant
Job in
Waterloo, Kitchener, Ontario, Canada
Listing for:
Sun Life
Full Time
position
Listed on 2026-02-22
Job specializations:
-
Customer Service/HelpDesk
Client Relationship Manager
Job Description & How to Apply Below
Location: WaterlooJob Description
:
As a Client Relations Consultant, you will be responsible for assessing and managing complex Client problems. Our team handles cases within Individual Insurance, Individual Fixed Wealth as well as Personal Health insurance. We are looking for someone who can combine critical thinking, strong communication skills, an owner’s mindset, and leadership skills to come up with healthy outcomes by putting our clients first.
What will you do?
Resolve escalated and complex client service issues to strengthen relationships between the client and Sun Life.Communicate with clients with empathy throughout the review process and tactfully deliver final decisions in a sensitive mannerHandle and diffuse threats of media and litigation while mitigating risk to Sun Life.Work collaboratively and build strong relationships with internal teams within Sun Life and key stakeholders.Understand key components to case decisions, including a focus on identifying relevant details that impact client & business decisionsUnderstand the root cause (s) of our clients concerns, identify trends and propose solutions that prevent future occurrences.Contribute to a dynamic work environment by identifying opportunities to continuously improve processes to better meet our service standards, quality metrics and financial commitments to our clients.What do you need to succeed?
Exceptional decision making skills focused on positive outcomes for our clients and Sun Life FinancialCritical thinking with the ability to identify key relevant information on each case.Stellar client service skillsStrong analytical, investigative and problem-solving skillsSolid knowledge of life insurance and coverage conceptsExcellent listening skills and capacity for empathyExceptional verbal and written communication skillsAbility to present client problems (written/verbal) clearly to all leadership levels.Ability to deliver constructive decisions and feedback in a tactful and sensitive mannerAdaptability, flexibility and strong decision-making skillsExperience with BROCA, Suncare and Customer Service Workbench (CSW)Organizational and case management skills to acknowledge our clients within 24 hours of receiving their concern.Adhere to tracking requirements by logging cases in Sun Care PEGA platform within 24 hours of case assignment.Review client concern and provide resolution within 15-day timeline.What’s in it for you:
A friendly, collaborative and inclusive cultureA collaborative and interactive team environmentWorking together, sharing common values and encouraging growth & achievement
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