Job Description

Permanent Full Time

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In a fast-paced, results-driven environment, the Creditor Case Manager plays a key role within the client service team. This position is responsible for proactively managing assigned disability claims by assessing medical information, understanding job requirements, and developing effective case management strategies throughout the duration of a claimant’s disability.

Reporting to the Team Manager, this role involves managing a fluctuating, high-volume caseload within strict turnaround times while maintaining a 99% quality standard. (Each product has the following turnaround: 85% 3 day and 96% 5 day; 90% 2 day and 95% 4 day; 80% three day and 95% 5 day). Success in this role requires excellent customer service, strong case management skills, and the ability to perform effectively under pressure.

The incumbent must develop a strong understanding of Creditor products, relevant legal considerations impacting claims adjudication, and the broader market served by Group Creditor.

Why Join Canada Life

• Hybrid work model with a combination of in-office and remote work
• Comprehensive online training program to support your success
• Opportunities for career growth and advancement
• Competitive salary and annual bonus program
• Annual education reimbursement of up to $2,000
• Flexible benefits and employee discount program
• Generous paid vacation, personal days, and volunteer day
• Competitive pension and life insurance plans
• Employee share ownership program
• Centrally located offices with convenient access to public transit

What you will do

• Manage a dynamic caseload of new and existing disability and life claims, adhering to strict service timelines and quality standards
• Assess the extent of disability through effective communication with claimants, policyholders, healthcare professionals, and legal representatives
• Apply critical thinking and sound judgment to evaluate claims and make informed decisions
• Review and interpret group policy wording and provisions
• Collaborate with medical, legal, and investigative professionals during claim assessments
• Provide clear, timely updates to stakeholders via phone, written correspondence, or in person
• Contribute to cross-functional initiatives aimed at improving operational processes, services, and products

What you will bring

• Post-secondary education with 2–3 years of relevant experience (group insurance or benefits administration preferred)
• Strong interpersonal, communication, and customer service skills
• Excellent organizational, planning, and time management abilities
• Proven ability to thrive in a high-volume, fast-paced environment
• Strong analytical and decision-making skills
• Ability to work both independently and collaboratively within a team
• Professionalism and composure under pressure
• Proficiency with Microsoft Office Suite
• Ability to manage sensitive situations with discretion and diplomacy
• Bilingualism (English and French) is an asset
• Industry designations such as LOMA, HIAA, ICA, or CEBS are considered assets
• Reliability Status Security Clearance – this can only be completed with candidates who receive an offer of employment. This is a personal security status that is required as a condition of employment before an employee can gain access to Protected B information, assets or work sites as outlined by the Government of Canada website. The cost of submitting these checks will be covered by Canada Life.

Accountabilities

• Deliver timely, accurate assessments of disability and life claims
• Maintain strict adherence to turnaround times and quality benchmarks
• Interpret policy provisions and ensure consistent application
• Communicate effectively with all stakeholders regarding claim status and decisions

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The base salary for this position is between $50,900 - $76,400 annually. This represents base salary only and does not represent other variable compensation components of our total compensation ( i.e. annual bonus, commission etc). If you are selected to move forward in our recruitment process, your recruiter will be able to discuss additional details of our total rewards program with you.

Career opportunities will be open a minimum of 5 business days from the date of posting, closing dates will vary depending on the search activity. All applications received will be reviewed on a rolling basis.

Grow with Canada Life

We’re united by a shared purpose: to improve the financial, physical and mental well-being of Canadians. Our company is trusted by 1 in 3 Canadians and contributes to the strength of communities across the country.

We’re looking for people who live our values everyday: we step up, we do the right thing, and we deliver – for our customers, communities and each other. Are you someone who always strives to do the right thing, who steps up for themselves and others, and who delivers with impact? Then we want to hear from you!

What we offer

We’re committed to supporting our employees through every stage of their career. Here’s what you can expect as a full-time or part-time permanent team member:

• Career Development Opportunities for career advancement, access to industry-leading learning programs and up to $2,000 annually towards education reimbursement.

• Health & Wellness: Flexible health and dental benefits, plus a $5,000 mental health benefit to support your well-being.

• Time Off: In addition to regular vacation and personal days, we support community involvement with a volunteer day. 

• Financial Security: Company-matching pension plan, share ownership program and additional investment options.

• Rewards and Recognition: Employee recognition programs, service milestone celebrations, employee discounts and more!
• Emphasis on Community We provide a workplace where employees feel connected and supported through Employee Resource Groups (ERGs), mentorship programs, social clubs and events.

Learn more about Canada Life

We’re committed to removing barriers and ensuring equal access to employment. Applicants requiring reasonable accommodation during the application process may contact talentacquisitioncanada@canadalife.com All information provided will be handled in accordance with applicable laws and Canada Life policies.

Canada Life would like to thank all applicants, however only those who qualify for an interview will be contacted

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