Policy Service Case Manager

The Opportunity

We are seeking a highly skilled and client‑focused professional to join our Policy Service team as a Policy Service Case Manager. In this role, you will play a critical part in managing and resolving complex, high‑risk case service cases, including escalations and complaints, while protecting Equitable’s reputation and upholding Fair Treatment of Clients principles. This is an opportunity to work across multiple business areas, influence outcomes in ambiguous and high‑impact situations, and deliver an elevated service experience for clients, advisors, and distribution partners. You will act as a trusted subject‑matter expert, contribute to enterprise‑wide improvements, and make a meaningful impact on client retention, advisor confidence, and organizational risk management.

Work Arrangements

This is a hybrid role. You will work in our office in Waterloo, ON a minimum of two (2) assigned, consecutive days every other week, plus a fifth (5th) assigned day per month. You are welcome to work from the office more than the minimum requirement and there may be some roles that are required to work in our office more than the minimum requirement.

What you’ll do

• Own the end‑to‑end resolution of complex, high‑risk, and escalated in‑force policy service cases, including complaints, exceptions, and non‑standard scenarios
• Deliver a differentiated service experience for large case, high‑net‑worth, and Prestige Advisor requests, acting as a trusted escalation point
• Apply advanced technical expertise and independent judgment to resolve ambiguous or unprecedented cases while balancing client experience, contractual obligations, and organizational risk
• Lead cross‑functional coordination with partners across Policy Administration, Underwriting, Actuarial, Tax, Claims, Legal, Compliance, New Business, and Client Care
• Act as the single point of accountability for case outcomes, ensuring clear, proactive communication and effective expectation management for clients, advisors, MGAs, and distribution partners
• Manage complaint‑related cases in alignment with Fair Treatment of Clients (FTC) principles, regulatory requirements, and internal governance standards
• Identify, assess, and elevate material risks, systemic issues, and potential reputational or regulatory exposures, providing insight and recommendations to leadership
• Ensure all decisions are well‑documented, defensible, and audit‑ready, supporting quality assurance and regulatory review
• Proactively anticipate risks, remove barriers, and minimize delays or rework to meet service commitments and protect the client experience
• Contribute front‑line expertise to continuous improvement, transformation initiatives, and cross‑functional working groups by identifying trends, root causes, and opportunities to reduce repeat issues
• Influence outcomes across the enterprise through subject‑matter expertise, professional credibility, and sound judgment

What you’ll bring

• 5–7 years of progressive experience in insurance operations, underwriting, or case management, with demonstrated experience handling complex, high‑risk, or escalated cases
• Strong knowledge of life insurance or individual insurance products and in‑force policy servicing
• Post‑secondary degree in Business Administration, Finance, Insurance, or a related field (or equivalent experience)
• Industry certifications such as LOMA, CLU, CHS, Life License, or related credentials (preferred)
• Proven ability to manage multiple complex cases with accuracy, urgency, and attention to detail in a fast‑paced environment
• Advanced problem‑solving skills, with the ability to assess non‑standard scenarios, anticipate obstacles, and drive defensible outcomes
• Strong risk and compliance acumen, with experience applying regulatory requirements and Fair Treatment of Clients principles
• Excellent communication skills, including the ability to handle sensitive, escalated, or high‑emotion interactions professionally and empathetically
• Strong analytical and critical‑thinking skills, using data and experience to identify trends, risks, and improvement opportunities
• Confidence influencing outcomes and aligning stakeholders without formal authority
• Comfort operating in ambiguity, adapting to change, and supporting evolving processes and ways of working
• A client‑centric mindset with a commitment to service excellence, professionalism, and relationship‑driven outcomes.

What’s in it for you

• Career Growth: Regular learning sessions and development opportunities
• Total Rewards: Incentive pay, annual salary reviews, employer‑paid benefits and pension matching
• Time Away: Competitive vacation plus one paid volunteer day each year
• Flexibility: Healthy work‑life balance with employee wellness always top of mind, complemented by a “dress for your day” approach

At Equitable, we’re committed to fair pay and an inclusive, accessible hiring experience. If you need accommodations or alternative formats at any stage, just reach out to us at View email address on ca.talent.com . We’re happy to help.

Your base pay will be based on your skills, qualifications, experience, and education. In addition to your salary, this role is eligible for a discretionary annual incentive award tied to business performance, plus a wide range of competitive benefits.

Reports To: Manager, Policy Service Case Management
Department: Individual Policy Service Case Management
Term: Permanent Full‑Time