Concierge Service Case Manager
Job Description
Concierge Service Case Manager (Hybrid)
HUB Financial Inc., Canada
Hub Financial, a division of HUB International, is one of Canada’s largest independent Managing General Agencies (MGA). Specializing in life insurance, investments, and wealth management, we provide independent financial advisors with a wide range of products, resources, and tools to help their business succeed. Our services include access to top-tier insurance solutions, cutting-edge technology platforms, and operational support all designed to streamline business processes and improve client outcomes. At Hub Financial we empower independent advisors to grow their practices, enhance their client service, and deliver comprehensive financial solutions.
About The Role
The Concierge Service Case Manager serves as the dedicated single point of contact for a portfolio of HUB Financials’ High Net Worth Advisors, delivering white-glove, end-to-end case management support from application submission through to commission. Operating within a specialized, high-touch service model, this role is responsible for managing the full lifecycle of both new business and inforce cases with precision, professionalism, and a proactive service mindset.
What You’ll Do
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.
Perform other duties as assigned.
What You’ll Need for Success
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.
What’s in it for you?
Your well-being is our priority, and we back this up with a wealth of 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.
At HUB, we believe that diversity drives innovation, equity fosters opportunity, and inclusion creates a culture where everyone thrives. We are committed to building a workplace that reflects the communities we serve and where every employee feels valued, respected, and empowered to bring their whole self to work. By embracing diverse perspectives and fostering an inclusive environment, we cultivate a collaborative and dynamic team that delivers exceptional results for our clients and communities.
Compensation
The expected salary range for this position is $60,000 - $65,000 and will be impacted by factors such as the successful candidate’s skills, experience and working location, as well as the specific position’s business line, scope and level.
HUB International is proud to offer comprehensive benefit and total compensation packages which could include extended health benefits, disability insurance, RRSP matching, paid-time-off benefits, and eligible bonuses, and commissions for some positions.
Why Choose HUB?
When you choose HUB, you're choosing a competitive, exciting, and friendly work environment that strategically positions you for longevity and offers significant advancement, growth, and success opportunities. To read more about HUB, please visit - About Us - HUB International
About HUB International
Headquartered in Chicago, Illinois, Hub International Limited is a leading full-service global insurance broker and financial services firm providing risk management, insurance, employee benefits, retirement and wealth management products and services. With more than 19,000 employees in offices located throughout North America, HUB’s vast network of specialists brings clarity to a changing world with tailored solutions and unrelenting advocacy, so clients are ready for tomorrow.
We’re not just an insurance broker, we’re a team of passionate professionals dedicated to innovation, excellence, and empowering our clients and communities through personalized support and expertise.
If you’re interested in learning how you can grow your career at HUB, visit our Careers Page to explore our opportunities.
HUB International is committed to creating an inclusive and accessible recruitment process for all candidates. If you require accommodations at any stage of the interview process, please let us know, and we will work with you to ensure a fair and equitable experience.
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Department Office Administration & ClericalRequired Experience: 10-15 years of relevant experienceRequired Travel: No Travel RequiredWe endeavor to make this website accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact the recruiting team [email protected]. This contact information is for accommodation requests only; do not use this contact information to inquire about the status of applications.