Bilingual Document Specialist

You are as unique as your background, experience and point of view. Here, you'll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. Discover how you can make a difference in the lives of individuals, families and communities around the world.

Job Description:

The focus of this Document Specialist role in Group Benefits Administration is to support a positive Group Benefits client experience through the successful set-up of New Business and Revision documents.

This role requires strong written communication skills, technical skills, workflow management abilities as well as a passion for exceptional client relationship management.

What will you do?

• Process new business and/or revisions documents within established service standards (accuracy & timeliness)
• Respond to inquiries from internal business partners
• Interpretation of plan design details and seek clarification to ensure the right outcome
• Understanding and analysis of customer needs to recommend system setup that supports those needs
• Partnering with Service Representatives, Implementation Specialists, Customers and Advisors to clarify plan design so that documents output is efficient and accurately reflects the customer expectations
• Manage work priorities in a multifunctional environment
• Investigate and resolve escalated issues or complaints
• Assess and negotiate target dates to meet customer expectations and demonstrate sensitivity to customers' business needs
• Participate in projects as requested.

Required skills

• Strong verbal and written communication skills. Bilingualism (French, English, both oral and written) is required for the frequent interactions with English and French-speaking colleagues or internal partners across Canada and worldwide.
• In-depth knowledge of Group Benefits or in the insurance industry
• Demonstrated skills in customer service
• Negotiation and problem resolution skills with the ability to find solutions
• Analytical, organized and a self-starter
• Attention to detail
• Ability to multi-task to achieve delivery dates
• Ability to work effectively in a team and independently
• Ability to work under pressure, meet customer needs and adapt to a changing environment

Preferred skills

• Understanding of Group Client Services procedures and services
• Knowledge of plan administration systems and their interdependencies
• Understanding of the sales office distribution network, sales practices and procedures

What's in it for you?

• We are proud to be on the 2024 Best Workplaces in Canada list by Great Place to Work!
• As a hybrid organization, you and your leader use business and Client needs to choose where you work, at home or in the office.
• Wellness programs that support the three pillars of your health - mental, physical and financial.
• A caring, supportive, and inclusive culture.
• Opportunities to move along a variety of career paths with amazing networking potential.
• Flexible Benefits from the day you join to meet the needs of you and your family.
• Stock Ownership Program gives you the chance to invest in Sun Life and get a company match.

The Base Pay range is for the primary location for which the job is posted. It may vary depending on the work location of the successful candidate or other factors. In addition to Base Pay, eligible Sun Life employees participate in various incentive plans, payment under which is discretionary and subject to individual and company performance. Certain sales focused roles have sales incentive plans based on individual or group sales results.

Diversity and inclusion have always been at the core of our values at Sun Life. A diverse workforce with wide perspectives and creative ideas benefits our clients, the communities where we operate and all of us as colleagues. We welcome applications from qualified individuals from all backgrounds.

Persons with disabilities who need accommodation in the application process or those needing job postings in an alternative format may e-mail a request to thebrightside@sunlife.com.

At Sun Life we strive to create a flexible work environment where our employees are empowered to do their best work. Several flexible work options are available and can be discussed throughout the selection process depending on the role requirements and individual needs.

We thank all applicants for showing an interest in this position. Only those selected for an interview will be contacted.

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