Senior Universal Life Policy Support Representative

Company: CLIC
Department: Individual Insurance and Wealth Management
Employment Type: Regular Full-Time
Work Model: Hybrid (2 days in office)
Language: This role operates in English.
Additional Information: This/these role(s) is/are currently vacant

We are a leading Canadian financial services co-operative committed to being a catalyst for a sustainable and resilient society and our team is essential to deliver on this strategy.  That’s why we prioritize our people, to ensure we provide a strong culture and development opportunities which enables our team to thrive and to live our purpose.  The best part is that you will work with people that care passionately about you, our clients and our communities.

Our Individual Insurance, Individual Wealth Management, and Group Retirement & Savings teams deliver products and services that provide financial security to Canadians. Along with our distribution partners, we help our clients with some of their most important needs: protecting their families’ lifestyle in the event of a death, disability or illness; reaching their saving goals; and building a secure and comfortable retirement. We operate with a high level of trust, integrity, and inclusivity to produce positive impacts for all our stakeholders.

In addition to core operational responsibilities, the Sr UL Policy Support Rep participates in structured job‑shadowing and progressive learning opportunities designed to build product knowledge, technical proficiency, and exposure to more complex workflows. The role is accountable for maintaining service quality standards, adherence to established processes, and consistent turnaround times. By assuming ownership of defined operational activities and engaging in ongoing development, the Sr UL Policy Support Rep supports efficient workload distribution, effective knowledge transfer, and operational continuity. This position provides a foundational development role with a clear pathway for skill expansion and potential progression within the Universal Life team.

• Process daily workflow from emails and calls within established service standards to support timely and accurate policy administration
• Process Term rider renewals on Universal Life policies
• Address client and Advisor inquiries within service standards and with minimum supervision. Provide clear, accurate, and professional responses to questions regarding policy details, administrative processes, or product features
• Generate basic Inforce UL illustration upon request, confirm information provided meet with client expectations and escalate discrepancies to Lead UL Policy Support Rep when needed
• Review monthly policy over-loaned report to identify policies requiring action, prepare and send reminder notices to clients, and verify whether clients have responded. Proceed with the appropriate steps in the loan process workflow based on the action taken
• Ensure team procedures are updated in relation to system changes if required. Communicate accordingly
• Ensure the consistent application of procedures, the appropriate client service standards are being met and the quality of service provided meets or exceeds industry standards/client expectations
• Support the correction of errors identified after policy issuance, under guidance, ensuring correction is to client’s benefit and advise the client of the action taken
• Act as resource to internal and external auditors to ensure procedures are compliant with regulations

• You have 2 years of experience in Individual Insurance
• You have a College Diploma
• You have the ability to follow structured processes and maintain accuracy.
• You have a developing knowledge of Universal Life products and how they perform
• You have ability to navigate internal knowledge bases, product guides and reference documents
• You have a basic knowledge of business/legal regulatory issues.
• You have the awareness of key business processes involved in Universal Life policy administration
• You have a basic financial understanding of taxation and tax-exempt guidelines.

• You influence change and are committed to continuous improvement, in order to exceed client expectations.
• You leverage critical thinking skills to identify problems and proactively propose solutions.
• Your strong communication skills allow you to clearly convey messages.
• You’re an effective team player who shares knowledge to support our peers.

• You will be subject to a Background check as a condition of employment, in the event you are the successful candidate.

• Training and development opportunities to grow your career.
• Flexible work options and paid time off to support your personal and family needs.
• A holistic approach to your well-being, with physical and mental health programs and a supportive workplace culture.
• Paid volunteer days to give back to your community.
• In addition to our competitive salary and incentive programs, eligible employees also benefit from a comprehensive total rewards package including group retirement savings plans, pension and benefits (e.g., health and wellness, dental, disability and life coverage), mental health support and an employee assistance program.

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Expected salary/hourly range $50,280 - $83,800​

The salary amount for the successful candidate is determined by Co-operators in its discretion and will vary depending on several criteria including but not limited to: local market conditions, geography and relevant job-related factors such as knowledge, skills, qualification, experience and education.​​

Employees may also have the opportunity to participate in incentive programs and earn additional compensation tied to individual and/or business performance, or other business metrics.

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