Bilingual Support Speciailist

2 weeks 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.

**Specific schedule**:

- Able to accommodate shift work to support teams’ business hours (currently 8AM-8PM EST, Monday-Friday)
- Rotating shifts are applicable - 8:00am to 4:00pm and 12:00pm to 8:00pm

SLGI Asset Management brings together the strength of Sun Life with the best in asset management from around the world to offer a line-up of unique world class investment solutions. The **Bilingual Support Specialist** position will work within the Operations team under the brand of Sun Life Global Investments.

In this role, you will be part of a team of Bilingual Support Specialists within the SLGI Client Services area. You will be responsible to deliver exceptional leadership and a high degree of personal accountability, while executing on the team’s high performing service delivery. This will be accomplished by providing front line support to Client Services Representatives (CSRs), the Distribution team (Sales), and effectively resolving hand-offs within defined SLA’s.

You are a great team player, someone who is detail-oriented with a focus on continually striving for service excellence and putting the Client first. You have an ability to effectively diffuse escalated issues and negotiate successful outcomes. You build strong relationships with internal and external business partners and demonstrate strong influencing skills. You also have an ability to recognize and report knowledge and process gaps to the Training, Quality and Performance team (OLP) that result in improved overall performance.

**Main Accountabilities**:

- Provide top notch Client Services support to top tier financial advisors and Sales with their Mutual and Segregated fund business
- Resolve CSR support requests by chat and/or phone with Client/Advisor within the same call
- Liaise with the Sales team to ensure we work collaboratively, with the Client as main focus
- Positively influence the performance of the team by delivering on Key Performance Indicators (KPI), advisor satisfaction and quality
- Proactively resolve Problems, consulting with other teams as required to prevent further escalation
- Keep up to date on all changes that would affect inbound inquiries
- Responsible for online access quality control
- Act as a backup for management of Mutual Funds and GIF in-box within the published service level
- Support ART with complex NIGOs that require special handling for WSPP advisors
- Log all questions, errors, and support requests accurately and thoroughly to support the teams’ quality, training, and analytic requirements
- Support the teams’ continuous improvement by identifying and reporting process inconsistencies and/or identify process gaps to the Manager of OLP to support process improvements.
- Foster a work environment that values people and encourages participation, excellence, creativity, continuous learning, accountability, and continuous improvement. Be engaged, successful and support the team to become a recognized brand of service excellence
- Encourage teamwork by holding daily huddles and weekly team meetings to discuss upcoming events, process, and procedure changes as well as highlight key items for the day/week
- Ensure Knowledge Management tools are updated based on questions tracked from Sales and CSRs, thereby reducing the risk of CSR knowledge gaps
- Support the core CSR by taking phone calls as required

**Competencies**:

- Proficient knowledge of Investment Funds Operations offerings, processes, procedures and tools
- Bilingualism (French, English) required
- interactions with English-speaking customers or partners
- In depth Client service orientation and defusing skills
- Comprehensive consulting and negotiating skills with the ability to impact and influence others
- Proficient verbal and written communication skills
- Superb team player
- In depth problem-solving, research and analytical skills
- Strong attention to detail, time management and organizational skills with a proven ability to multi-task and prioritize
- Ability to develop and maintain strong internal business relationships
- Strong judgment, decision-making skills and initiative
- Understanding of Sales process

**Unique requirement**:

- Must be able to obtain Reliability Status through the Government of Canada ( that includes a background check with fingerprinting by the RCMP).

**Why join Sun Life**:

- Being a member of the Sun Life fami

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