Bilingual Document Specialist

1 month ago

Montréal, 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.

**Location **:hybrid

The focus of this Documents Specialist role in Group Benefits Administration is to support a positive GB customer experience through the successful set up of New Business and Revision documents. This role demands strong technical skills, workflow management ability as well as a passion for both high quality customer service and 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; seek clarification to ensure "right" outcome
- Understand and analyse of customer needs to recommend system setup that supports those needs
- Partner 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; demonstrate sensitivity to customer's business needs

**What you need to succeed?**
- 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.
- Proven skills in customer service delivery
- Negotiation skills with the ability to work towards acceptable outcomes; offer solutions
- Analytical, organized and a self-starter
- Attention to detail
- Ability to multi-task to achieve delivery dates
- Effective in a team setting; also able to work independently
- Superior verbal and written communication skills; ability to "talk with a customer"
- Ability to work under pressure, meet customer needs and adapt to a changing environment

**Nice to have**
- In-depth knowledge of Group benefits and Group Division Structure
- In-depth understanding of Group Client Services procedures and available services
- In-depth knowledge of Plan administration systems and their interdependencies
- An understanding of the sales office distribution network, sales practices and procedures

**Reasons why you should join us under the sun**
- The opportunity to move along a variety of career paths with amazing networking potential
- A caring, supportive, and inclusive culture
- Time off giving you the flexibility to focus on the moments that matter. 15 days vacation per year
- Flexible Benefits from the day you join to meet the needs of you and your family
- As a hybrid organization, you and your leader use business and Client needs to choose where you work, at home or in the office

**Notes / Unique Requirements**:

- Occasional overtime may be required
- May require flexibility to adjust start/stop times

This role offers a competitive salary that is based on the combination of experience level, skills and knowledge.

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.

**Job Category**:
Customer Service / Operations

**Posting End Date**:
29/04/2024

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