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About the Role
As a Senior Disability Claims Consultant, you will proactively manage litigated disability claims and other escalated cases, applying Sun Life’s resolution strategies to serve clients and drive financial outcomes. You will represent Sun Life professionally in legal proceedings and provide leadership in complex case management.
Responsibilities
- Manage 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 legal counsel on the final disposition of litigated claims
- Handle other escalated matters in thorough, timely and effective manner, following relevant practices and processes, with a strong proactive customer service focus
- Provide leadership in complex case management
- Build a strong knowledge of litigation management strategies
- Work to improve quality outcomes
- Build strong, effective relationships with manager and other members of the litigation management team, working in partnership 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 legal services department, disability claims operations, and other stakeholders, working proactively and in partnership
- Contribute to a dynamic work environment by identifying opportunities to continuously improve processes to better meet service excellence, quality and financial commitments to customers
- Identify issues and solutions on litigated cases that require follow-up within the disability operations
- Contribute to ongoing business retention and growth by building strong working relationships with customers and by proactive engagement with plan sponsors
- Help prioritize work to meet customer expectations
- Coach and mentor other team members as opportunities arise
Requirements
- 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 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
- Bilingualism (French, English, both oral and written) is required for Quebec only
Skills
- Disability management
- Litigation management
- Customer service
- Organizational skills
- Analytical skills
- Decision-making skills
- Listening skills
- Empathy
- Verbal communication
- Written communication
- Interpersonal skills
- Motivational skills
- Adaptability
- Knowledge transfer
- Objective review of information
- Collaboration
- Negotiation
- Disability case management strategies
- Risk management
- Microsoft Office
Location
- Quebec
- Sun Life office location
Work Type
- Hybrid
- Full-time
Experience Level
- Senior
- At least 5 years of recent disability case management experience
Education Level
- Bachelor's degree or equivalent business experience
Salary/Compensations
- 80,000 - 128,000
Benefits
- Access to short-term assignments or ‘Gigs’ across the organization
- Collaborative and interactive team environment
- Charitable giving through You Give, We Give program
- Care Days
- Sick Days
About the Company
- Sun Life is driven by its Purpose: helping Clients achieve lifetime financial security and live healthier lives.
- Values: caring, authentic, bold, inspiring, and impactful.
- Proudly recognized as a company with a 2026 Most Trusted Executive team by Great Place to Work® Canada.
- Hybrid organization offering choice and flexibility to work from both the office and virtually.
Equal Opportunity
- 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.