Advanced Case Manager

At Equitable, we believe work should be a place where you feel supported, inspired, and empowered to grow. In our caring and collaborative environment, your curiosity is encouraged, your passion is recognized, and your contributions truly matter. Together, we create meaningful impact—for our clients, our communities, and each other.

Position Title: Advanced Case Manager
Reports To: Manager, Advisor Care
Department: Individual Case Management  
Term: Permanent Full-Time

Work Arrangements: You will work from your home office 100% of the time. You may be required to be in-person at our office in Waterloo, ON or another assigned location within the Waterloo Region, on an as needed basis. Sales related roles may be required to travel based on the assignment. .

The Opportunity: At Equitable, our focus is on making a meaningful impact in the lives of Canadians by putting clients at the heart of everything we do. We lead with empathy, act with intention, stay curious, and support one another every step of the way. If you’re looking for purpose-driven work in a collaborative and inclusive environment where your voice is heard, and your growth is encouraged we’d love to connect. Equitable is looking for an Advanced Case Manager to join our team! We’re looking for a dynamic individual with a proven history of providing solutions for complex case structures in a fast-paced environment. If you are a skilled communicator, enjoy problem-solving, and have a knack for relationship building, then consider joining our Individual Case Management team.

Join one of the Waterloo Area’s Top Employers for 2025 and Southwestern Ontario’s Top Employers for 2024 and be part of something that matters!

 

What you will be doing:

• Responsible for reviewing, investigating and resolving issues relating to the input, underwriting and issue of large value cases
• Be able to identify unique high net worth Advisor needs in order to provide appropriate solutions
• Focus on building, strengthening and maintaining relationships with key Prestige Advisors and MGA’s on large cases
• Point of contact for National Accounts, Large Case and Prestige Advisors for escalations and concerns
• Proactive management of large value files that require additional touches and follow ups
• Initiate communication and respond to all inquiries by telephone/email, providing white glove service experience to ultra-affluent Advisors.
• Manage and maintain a high volume of follow ups on a daily basis, oversee pending issues, while ensuring production targets are met and exceeded
• Be able to independently manage and decision make on complex cases

 What you will bring:

• 1 year of experience overseeing Individual Case Management preferably- High Net Worth Market
• Thorough knowledge of both inforce and new business insurance operations
• Knowledge of complex/advanced case structures and underwriting requirements
• Demonstrated organizational skills with superior attention to detail
• Advanced communication skills; both verbal and written
• Excellent interpersonal and relationship building skills
• Strong problem solving and critical thinking skills
• Ability to act proactively and take initiative
• Ability to work in a fast paced/ changing, dynamic environment with minimal supervision
• Bilingual French/ English would be considered an asset

What’s in it for you:

• A workplace where care, passion, and curiosity aren’t just values, they’re how we work, grow, and succeed together every day
• A healthy work-life balance with employee wellness top of mind
• Annual bonus program, annual vacation allowance, and company-paid benefits program
• Generous vacation package with one volunteer day to give back to a charity of your choice
• Immediate enrollment in the company’s pension program with employer matching
• Employee resource groups that support an inclusive work environment
• Tuition support and specialized program assistance
• An onsite, full-service cafeteria with a variety of daily options
• Discounts on company products and services, and access to exclusive employee perks
• Regular EQ Together events focused on company togetherness and collaboration

 As part of the recruitment/offer process you will be required to:

• Provide two professional references (minimum one supervisor and above)

This position is available due to an existing vacancy.

We are dedicated to inclusive and accessible hiring practices. If you require accommodations or alternative formats, please contact us at [email protected].

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