Plan Specialist

2 months ago

Waterloo, Canada Sun Life Full time

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.

The focus of this role is to support a positive Group Benefits customer experience via the successful set up and revision of group plans on various systems. This role demands strong technical skills, workflow management ability as well as a passion for high quality customer service. The ME/OASIS Setup Specialist is primarily responsible for setup of the Member Enrolment Site, testing and client technical support. Incumbents will spend a large portion of time working in a project management capacity to ensure the accurate and timely implementation of new Member Enrolment and annual re-enrolments for existing Member Enrolment clients.

**Main Accountabilities**:

- Processing new business and/or revisions within established service standards (accuracy & timeliness).
- Work on Re-enrolment projects.
- Respond to inquiries from customers and internal business partners
- Monitor task assignments with internal and external project team members on an ongoing basis
- Negotiate internally and externally to ensure Sun Life is able to accurately administer the benefit program
- Interpretation of plan design details; seek clarification to ensure "right" outcome
- Understanding and analysis of customer needs to recommend system setup that supports those needs
- Partnering with various other staff to clarify plan design so that system setup is efficient and accurate
- Manage work priorities in a multi-functional environment
- Investigate and resolve escalated issues or complaints
- Assess and negotiate target dates to meet customer expectations; demonstrate sensitivity to customer's business needs
- Participate in projects as requested
- Share knowledge and technical expertise with peers, co-workers and business partners.
- Contribute and be pro-active in leading change and partnering with team members and business partners to help educate and develop their skills and expertise.
- Support and backup leadership as per designated assignments
- Provide coaching, mentoring and training
- Handle escalated client issues, both technical and process-driven, and service standard questions
Conduct Business Acceptance testing for system enhancements as relating to Member Enrolment.

**Competencies**:

- Proven skills in customer service delivery
- Negotiation skills with the ability to work towards acceptable outcomes; offer solutions
- Understanding of project management methodology
- Analytical, organized and a self-starter
- Attention to detail
- Ability to multi-task to achieve delivery dates
- Effective issue resolution skills
- Knowledge of Group benefits
- Understanding of Group Client Services procedures and available services;
- In-depth knowledge of Plan administration systems and their interdependencies
- Ability to work in a team setting; also able to work independently
- Superior verbal and written communication skills;

**Asset**:

- Minimum 2 years of post-secondary education and at least 3 years of directly-related business experience
- Bilingualism (French, English) required for Quebec only
- interactions with English-speaking customers or partners
Some proficiency with data management tools such as Excel, Access & MS Project, in order to perform system loads
- Proven ability to work well in a stressful and fast-paced environment with fluctuating work volumes and schedules
- Positive attitude;
- Strong organizational and time-management skills;
- Strong team player;
- Strong sense of initiative and ability to think outside the box

**Other**:

- Overtime may be required during peak periods

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.

**Salary Range**:
51,700/51 700 - 83,800/83 800

**Job Category**:
Customer Service / Operations

**Posting End Date**:
03/04/2023

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