You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. Discover how you can make a difference in the lives of individuals, families and communities around the world.

Job Description: Job 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 manner
• Handle 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 decisions
• Understand 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 Financial
• Critical thinking with the ability to identify key relevant information on each case.
• Stellar client service skills
• Strong analytical, investigative and problem-solving skills
• Solid knowledge of life insurance and coverage concepts
• Excellent listening skills and capacity for empathy
• Exceptional verbal and written communication skills
• Ability to present client problems (written/verbal) clearly to all leadership levels.
• Ability to deliver constructive decisions and feedback in a tactful and sensitive manner
• Adaptability, flexibility and strong decision-making skills
• Experience 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 SunCare 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 culture
• A collaborative and interactive team environment
• Working together, sharing common values and encouraging growth & achievement

The 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.

Diversity and inclusion have always been at the core of our values at Sun Life. A diverse workforce with wide perspectives and creative ideas benefits our Clients, the communities where we operate and all of us as colleagues. We welcome applications from qualified individuals from all backgrounds.

Persons with disabilities who need accommodation in the application process, or those needing job postings in an alternative format, may e-mail a request to thebrightside@sunlife.com.

We are proud to be a hybrid organization that offers our employees the choice and flexibility to work from both the office and virtually based on the needs of the business, our Clients and you! Several work options are available and can be discussed throughout the selection process depending on the role requirements and individual needs.

We may use artificial intelligence to support candidate sourcing, screening, interview scheduling.

We thank all applicants for showing an interest in this position. Only those selected for an interview will be contacted.

Salary Range: 58,000/58 000 - 93,000/93 000

Job Category: Customer Service / Operations

Posting End Date: 06/03/2026