Job Description

OVERALL PURPOSE:

The Client Care Centre Senior Case Manager (SCM) provides consistent, quality client service experience for Group Benefits Clients, Sponsors, and Providers who contact the Client Care Centre. This individual is empathetic and compassionate, with a desire to resolve Client problems. They do this by approaching each case with a client-focused mindset, partnering with internal stakeholders including, but not limited to, the CCC various Tier-2 and Support Team; Business Development, Best Practices, Client Advocacy Team, Service Recovery Team, Advisors & Leadership Team, Ombudsman team, Executive Leadership Team, etc. to provide long-term solutions to client issues and concerns while following our Client Problem Resolution Framework. The Senior Case Manager should look at every case as an opportunity to improve our processes and routines, submitting CIs and Knowledge Enhancement requests when necessary.

SPECIFIC ACCOUNTABILI...