Advanced Markets, Case Management (Bilingual - English/Mandarin)

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. The Opportunity: At Equitable, we believe great things happen when we work together. We’re a Canadian mutual company driven by purpose - putting people first and helping Canadians protect today and prepare for tomorrow. If you’re passionate about making a difference and growing your career in an inclusive and collaborative environment, we’d love to hear from you. Our culture is built on care, passion and curiosity. We put people above all else, strive to be our best and welcome new ideas to deliver positive outcomes. Client experience is at the core of Equitable’s strategy, and the onboarding journey sets the foundation for lasting advisor and client relationships. As an Advanced Markets, Case Manager, you’ll deliver a proactive, white‑glove experience for High‑Net‑Worth advisors and clients, managing complex, high‑value life insurance cases from application to placement. In this external‑facing role, you’ll act as the primary strategic partner for HNW advisors, navigating sophisticated cases, resolving escalations, and collaborating closely with underwriting, risk, compliance, pricing, and distribution teams. Your technical expertise and relationship‑driven approach will directly influence placement and revenue outcomes for large ($5M+) and jumbo ($10M+) cases while advancing Equitable’s differentiated new‑business service strategy. Join one of the region’s top employers and be part of something that truly makes a difference. 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. What you’ll do: Act as the primary strategic partner for High‑Net‑Worth (HNW) advisors and wholesalers, delivering expert guidance and a proactive, white‑glove experience on complex, high‑value cases. Lead end‑to‑end ownership of large‑face‑amount cases, managing onboarding from application through policy issue and settlement. Exercise independent judgment to re-prioritize case volumes based on business impact, case complexity, and placement deadlines, overriding standard handling instructions when necessary to secure high-value business. Serve as the key liaison between external partners and internal Underwriting, Risk, Legal, and Operations teams to ensure alignment, transparency, and timely outcomes. Review and analyze complex financial and medical information, developing alternative strategies that advance cases while maintaining risk and regulatory standards. Independently prioritize and manage cases based on business impact, complexity, and placement deadlines to secure high‑value opportunities. Maintain disciplined workflow balancing: Processing time (reviewing documents, updating systems, managing requirements) Phone time (advisor calls, underwriting discussions, vendor coordination) Strategic time (planning, prioritizing, and anticipating case needs) Resolve escalations and negotiate case solutions, balancing advisor expectations with corporate governance requirements. Translate complex underwriting, tax, and legal requirements into clear, actionable guidance that drives case progression. Proactively manage follow‑ups, documentation, and communication to ensure audit readiness and accountability across all stakeholders. Use workflow tools and performance data to manage deadlines, track progress, and achieve placement and revenue targets. Identify and lead process improvements to enhance speed‑to‑issue, service quality, and competitiveness in the Advanced Markets segment. What you’ll bring: 3–5+ years of experience in life insurance new business, underwriting support, or case management (large‑case experience strongly preferred). Fluency in both Mandarin and English is required for this position, including the ability to speak, read, and write proficiently in both languages Strong understanding of life insurance products, underwriting processes, and financial documentation requirements. Require deep understanding of advanced underwriting scenarios, complex financial risk or wealth planning strategies Proficiency with tax structuring and or estate planning concepts Exceptional communication skills, both verbal and written, additional languages preferred. Ability to manage multiple complex cases simultaneously while maintaining accuracy and service quality. High level of discretion, professionalism, and client‑service orientation. Proficiency with new business processing systems, workflow tools, and CRM platforms. 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 [email protected], 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. If you’re selected to move forward, our Talent Acquisition team will walk you through all the details of our total rewards program, so you know exactly what’s included. Reports To: Manager, Advanced Markets Case Management, New Business Department: Individual New Business Term: Permanent Full-Time Location: British Columbia This position is open and we are excited to find the right person to join our team. As part of the recruitment process, you will need to go through background screening, as per our company policy. Apply To This Job