Concierge Service Case Manager

Role Overview

• Serve as the dedicated single point of contact for a qualified portfolio of high-net-worth Advisors, managing complex Life and Living Benefits insurance cases from application submission through to commission or case conclusion.
• Own the full case management lifecycle, including detailed review of all case particulars, maintenance of accurate and current records in the HUB system, and delivery of timely, appropriately calibrated updates to each Advisor's office based on the nature and complexity of the case.
• Proactively drive cases forward by monitoring carrier activity, following up on outstanding requirements, and keeping Advisors informed at every stage until a favorable outcome is achieved or a final conclusion (decline, not-taken, lapse, etc.) has been reached.
• Provide ongoing support and service on each Advisor's inforce block of business, managing policy administration requests and inquiries with the same standard of care applied to new business cases.
• Act as a strong Advisor advocate — escalating cases strategically and engaging carrier partners when needed to pursue the best possible underwriting decision.
• Act as the Advisor's single point of contact for any issue or request outside of core case management — serving as the internal liaison to the appropriate teams or resources and owning the follow-through until full resolution is achieved.
• Adapt service delivery to the individual needs and preferences of each Advisor's office, demonstrating flexibility while maintaining consistent service standards.
• Maintain accessibility and responsiveness as a defining standard, ensuring all Advisor inquiries and requests are handled promptly and efficiently.
• Cultivate and leverage internal and external resources to resolve issues and fulfill requests with speed and accuracy.
• Contribute to service improvement initiatives, participating in or leading projects that enhance operational effectiveness and the overall Advisor experience.

Requirements

• Ten or more years of experience in the life insurance industry or MGA environment, with a preference for backgrounds in case or policy management.
• Familiarity with WealthServ or comparable insurance administration platforms is a strong asset.
• Exceptional written and verbal communication skills, with the ability to convey complex case information clearly and professionally to Advisors, carriers, and internal stakeholders.
• High degree of accuracy and attention to detail, paired with strong analytical and problem-solving capabilities.
• Positive, professional demeanor with exceptional customer service skills and a genuine commitment to Advisor satisfaction.
• Proven ability to manage a high-volume caseload independently, with sound judgment and minimal supervision.
• Strong organizational skills with a disciplined approach to prioritization, time management, and follow-through.
• High school diploma or GED required.
• LOMA designation or other industry-related coursework considered an asset.

Benefits

• Competitive Compensation: Benefit from a pay structure that includes incentives, bonuses, and opportunities to increase your earnings.
• Work-Life Balance: Enjoy flexible work arrangements and generous time off to support your personal and professional life.
• Tailored Benefits: Access a personalized benefits package, including company-matched RRSPs, designed to meet your unique needs.
• Career Growth and Support: Invest in your future with HUB! Take advantage of our sponsored training and development programs, tuition reimbursement opportunities, and coverage for professional license fees and membership dues—everything you need to support your growth and excel in your career.
• Exclusive Perks: Take advantage of discounts on events, travel, accommodations, and personal home & auto insurance.