Concierge Service Case Manager

Concierge Service Case Manager (Hybrid) – HUB Financial Inc., Canada

Hub Financial, a division of HUB International, is one of Canada’s largest independent Managing General Agencies (MGA). Specializing in life insurance, investments, and wealth management, we provide independent financial advisors with a wide range of products, resources, and tools to help their business succeed. Our services include access to top‑tier insurance solutions, cutting‑edge technology platforms, and operational support all designed to streamline business processes and improve client outcomes.

At Hub Financial we empower independent advisors to grow their practices, enhance their client service, and deliver comprehensive financial solutions.

The Concierge Service Case Manager serves as the dedicated single point of contact for a portfolio of HUB Financials’ High Net Worth Advisors, delivering white‑glove, end‑to‑end case management support from application submission through to commission. Operating within a specialized, high‑touch service model, this role is responsible for managing the full lifecycle of both new business and in‑force cases with precision, professionalism, and a proactive service mindset.

• Serve as the dedicated single point of contact for a qualified portfolio of high‑net‑worth Advisors, managing complex Life and Living Benefits insurance cases from application submission through to commission or case conclusion.
• Own the full case management lifecycle, including detailed review of all case particulars, maintenance of accurate and current records in the HUB system, and delivery of timely, appropriately calibrated updates to each Advisor's office based on the nature and complexity of the case.
• Proactively drive cases forward by monitoring carrier activity, following up on outstanding requirements, and keeping Advisors informed at every stage until a favorable outcome is achieved or a final conclusion (decline, not‑taken, lapse, etc.) has been reached.
• Provide ongoing support and service on each Advisor's in‑force block of business, managing policy administration requests and inquiries with the same standard of care applied to new business cases.
• Act as a strong Advisor advocate — escalating cases strategically and engaging carrier partners when needed to pursue the best possible underwriting decision.
• Act as the Advisor's single point of contact for any issue or request outside of core case management — serving as the internal liaison to the appropriate teams or resources and owning the follow‑through until full resolution is achieved.
• Adapt service delivery to the individual needs and preferences of each Advisor's office, demonstrating flexibility while maintaining consistent service standards.
• Maintain accessibility and responsiveness as a defining standard, ensuring all Advisor inquiries and requests are handled promptly and efficiently.
• Cultivate and leverage internal and external resources to resolve issues and fulfill requests with speed and accuracy.
• Contribute to service improvement initiatives, participating in or leading projects that enhance operational effectiveness and the overall Advisor experience.
• Perform other duties as assigned.

• Ten or more years of experience in the life insurance industry or MGA environment, with a preference for backgrounds in case or policy management.
• Familiarity with Wealth Serv or comparable insurance administration platforms is a strong asset.
• Exceptional written and verbal communication skills, with the ability to convey complex case information clearly and professionally to Advisors, carriers, and internal stakeholders.
• High degree of accuracy and attention to detail, paired with strong analytical and problem‑solving capabilities.
• Positive, professional demeanor with exceptional customer service skills and a genuine commitment to Advisor satisfaction.
• Proven ability to manage a high‑volume caseload independently, with sound judgment and minimal supervision.
• Strong organizational skills with a disciplined approach to prioritization, time management, and follow‑through.
• High school diploma or GED required.
• LOMA…