Bilingual Senior Disability Claims Consultant

Sun Life • Waterloo, ON

1d • CA$80,000 - CA$128,000 • Hybrid

About The Position

As a Senior Disability Claims Consultant, you will be responsible to proactively manage a block of litigated disability claims, as well as other escalated cases by applying Sun Life’s resolution strategies to appropriate claims to better serve our clients and drive financial outcomes. Reporting to the Manager, Disability Litigation, you will manage your litigated block of cases with a strong proactive customer service focus, exhibiting expert skill in both disability and litigation management and following relevant practices, processes, and guidelines. You will represent Sun Life in a highly professional manner at mediations, examinations for discovery, pre-trials, trials, grievance arbitrations and at any other judicial or quasi-judicial proceeding. You will instruct our legal counsel on the final disposition of litigated claims and handle other escalated matters in a thorough, timely and effective manner, following relevant practices and processes, again with a strong proactive customer service focus. You will provide leadership in complex case management and build a strong knowledge of litigation management strategies. You will work to improve your quality outcomes and build strong, effective relationships with your manager and other members of the litigation management team, working in partnership with them to help the team meet expected business outcomes. You will create and deliver presentations to disability claims operations based on common trends within litigation or on other relevant topics. You will demonstrate an excellent knowledge of group insurance, disability case management strategies and risk management. You will consistently build strong working relationships with members of our legal services department, disability claims operations, and other stakeholders, working proactively and in partnership with them. You will contribute to a dynamic work environment by identifying opportunities to continuously improve processes to better meet our service excellence, quality and financial commitments to our customers. You will identify issues and solutions on litigated cases that require follow-up within the disability operations. You will contribute to the ongoing business retention and growth by building strong working relationships with our customers and by your proactive engagement with plan sponsors. You will help prioritize work to meet customer expectations and coach and mentor other team members as opportunities arise.

Requirements

• Bilingualism (French, English, both oral and written) is required for the frequent interactions with English and French-speaking colleagues or internal partners across Canada and worldwide.
• Stellar customer service skills
• Strong organizational, analytical and decision-making skills
• Excellent listening skills and capacity for empathy
• Strong verbal and written communication skills
• Ability to deal with stressful situations
• Ability to self-reflect and demonstrate other personal characteristics that positively influence your own engagement and growth
• Strong interpersonal and motivational skills
• Demonstrated ability to adapt to change
• Ability to understand and explain new concepts to successfully transfer knowledge and promote both engagement and implementation
• Strong ability to objectively review information taking into consideration all aspects of files/situations
• Strong ability to work collaboratively with others
• Demonstrated ability to negotiate
• Ability to travel (valid driver’s license and access to vehicle are required for travel)
• Ability to work from Sun Life office location
• Excellent knowledge of disability case management strategies
• Strong computer skills and Microsoft Office knowledge
• Flexibility in working hours

Nice To Haves

• A bachelor's degree or equivalent business experience
• At least 5 years of recent disability case management experience
• Some knowledge of litigation case management strategies
• Strong negotiation skills

Responsibilities

• Manage your litigated block of cases with a strong proactive customer service focus, exhibiting expert skill in both disability and litigation management and following relevant practices, processes, and guidelines
• Represent Sun Life in a highly professional manner at mediations, examinations for discovery, pre-trials, trials, grievance arbitrations and at any other judicial or quasi-judicial proceeding
• Instruct our legal counsel on the final disposition of litigated claims
• Handle other escalated matters in thorough, timely and effective manner, following relevant practices and processes, again with a strong proactive customer service focus
• Provide leadership in complex case management
• Build a strong knowledge of litigation management strategies
• Work to improve your quality outcomes
• Build strong, effective relationships with your manager, and other members of the litigation management team, working in partnership with them to help the team meet expected business outcomes
• Create and deliver presentations to disability claims operations based on common trends within litigation or on other relevant topics
• Demonstrate an excellent knowledge of group insurance, disability case management strategies and risk management
• Consistently build strong working relationships with members of our legal services department, disability claims operations, and other stakeholders, working proactively and in partnership with them
• Contribute to a dynamic work environment by identifying opportunities to continuously improve processes to better meet our service excellence, quality and financial commitments to our customers
• Identify issues and solutions on litigated cases that require follow-up within the disability operations
• Contribute to the ongoing business retention and growth by building strong working relationships with our customers and by your proactive engagement with plan sponsors
• Help prioritize work to meet customer expectations
• Coach and mentor other team members as opportunities arise

Benefits

• Access to short-term assignments or ‘Gigs’ across the organization, to help you develop new skills and connections.
• A collaborative and interactive team environment
• Charitable giving through our You Give, We Give program lets you give back to your community – and in many cases, we’ll match your contributions.
• Care Days available for self-care or care of others (i.e., family or others you may support) and Sick Days to support your well-being.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Associate degree