Client Record Maintenance (CRM) Administrator

About the team

The Individual Insurance team, also referred to as Inforce Management (IFM), supports around 70,000 clients. Its work includes maintaining policies, handling service requests, and making sure individual life insurance records remain accurate across the full policy lifecycle.

Sun Life is looking for a Client Record Maintenance (CRM) Administrator to join this team in Waterford. The role suits someone who is detail-focused, curious, collaborative, and motivated to help protect the accuracy of client information while contributing to a positive client experience.

You will be part of a team that values initiative, openness to different perspectives, and the ability to improve processes. The company also highlights a supportive environment where people are encouraged to grow and take on new challenges.

Role overview

In this position, you will process a range of client record updates and policy maintenance tasks. Your work will help ensure that changes to client and policy information are handled correctly, stored accurately, and kept in line with internal policies and regulatory obligations. You will also work with teams such as Claims, Legal, and Compliance to keep records complete and up to date.

Training will be provided on the job, along with guidance from your manager and access to a knowledge base to help you become confident in the role.

Key responsibilities

• Handle requests for updates such as address changes, name corrections, and contact detail amendments.
• Process ownership updates, including transfers of ownership and cases involving owner death.
• Record and maintain Power of Attorney, Guardianship, and Conservatorship documentation.
• Manage collateral assignment activity, including both setup and release actions.
• Confirm policyowner identity and check that supporting documents meet compliance requirements.
• Deal with W-9 requests, returned mail, and follow-up actions for missing policyholder information.
• Accurately enter transactions into administrative systems such as SOLAR and AROW.
• Maintain and reconcile client data to support information integrity and audit preparedness.
• Track pending items, follow up on outstanding work, and escalate issues when needed.
• Draft and issue correspondence to clients and third parties about record changes.
• Provide professional written communication that matches company standards.
• Support internal teams by sharing correct client data and answering information requests.
• Work closely with colleagues across departments to resolve queries.
• Suggest improvements that can make processes faster and more efficient.
• Take part in team meetings, training, and project work.

Requirements

• A third-level qualification is preferred, though it is not mandatory.
• Prior experience in insurance administration, client service, or a similar role is desirable.
• Exposure to life insurance or the financial services sector would be an advantage.
• Strong analytical ability and good problem-solving skills are needed.
• Clear written and spoken communication is important.
• High accuracy and excellent attention to detail are essential.
• Good organization and time management skills are required.
• You should be able to work both independently and as part of a team.
• A strong sense of integrity and a commitment to quality client service are expected.
• You must be comfortable working in a busy, changing environment.

Perks and additional information

• Structured training is provided on the job.
• You will receive full support and mentorship from your manager.
• There are opportunities for career progression and professional development within IFM.
• The team culture is collaborative and inclusive.
• You will have the chance to help improve processes and systems.

Other details

This is a customer service / operations role based in Waterford, County Waterford, Ireland.

The posting end date is 08/07/2026.

No salary, stipend, or vacancy count was stated in the source.