Client Service Lead

2 weeks 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.

With the client as the main focus, this role will take a proactive approach to every client interaction, to ensure a high-quality Sun Life experience. Provide high quality service within GRS Client Services for a select block of challenging cases by responding effectively to client questions, issues, and problems (written and verbal responses). Clients may include internal and external partners, plan sponsors, and plan members.

**What you will have to do**:

- May be required to handle telephone inquiries and research and resolve inquiries within specified turnaround times
- Resolve or negotiate “win-win” solutions to client issues directly or by consulting with appropriate resources
- Document and track significant client discussions or complaints; maintain current client contract records and follow-up as appropriate
- Recognize and devote special attention to endangered/ strategic cases
- Ensure all members of client base are informed of significant issues
- Provide new and ongoing client orientation and education by: set expectations, discuss working relationship, advise of new product features and ensure understanding of proper procedures to follow
- Identify trends and patterns of client issues and escalate to appropriate person
- Provide quality client administration by processing all standard financial transactions on assigned caseloads
- Monitor, control and minimize outstanding suspense account items

The role also has responsibility for client protection around Personally Identifiable Information and risk mitigation. Incumbent fully understands that the customer is at the centre of everything we do and demonstrate behaviours that exemplify this.
- Accountable for initial investigation of operational errors within Plan Sponsor Services
- Coordinate (with cross-functional areas) to deliver client solutions - providing a single point of contact for service.
- Support external and internal clients by providing knowledge and expertise; may be called upon to attend face-to-face meetings with Plan Sponsors.
- Develop ‘win-win’ solutions to complex problems under tight deadlines; manage boundaries between client base so roles are clear, workflow is smooth, and service is seamless.
- Communicate within the client environment to actively prevent errors and ensure all relevant parties are current and informed on case issues.
- Identify trends in issues and errors; make recommendations for process changes to mitigate reoccurrence in the future (and include working with client on processes/best practices to provide quality work).
- Serve as primary intake for reconciliation requests: provides support for internal areas to understand requirements, expected outcomes, work with client to manage expectations, and advocating for successful resolution.

**What you need to succeed**:

- Strong Customer Service experience demonstrating proven ability to manage and foster relationships with both internal and external partners
- Bilingualism (French, English) preferred - interactions with both English and French speaking clients or partners
- Works effectively and cooperatively in a team environment with some supervision. Expresses positive attitude and demonstrates effective coping skills through change and high volumes.
- Strong knowledge of workflows, procedures, and the functionalities, complexities and limitations of GRS systems
- Good understanding of applicable legislation and/or privacy regulations and guidelines
- Thorough knowledge of GRS business and/or systems, and procedures. Ability to understand and align work to Clients objectives. Proven ability to quickly and easily adapt to changes to meet client needs.
- Demonstrated strength at evaluating feasibility or practicality of ideas. Can assess risk and trade-offs. Makes informed and timely decisions.
- You excel in a fast-paced, ever-changing environment while exhibiting a calm and professional manner
- Proven ability to quickly and easily adapt to changes within the business and organization. Can easily move from supporting one assignment to another
- Innovative thinker for continuous improvement opportunities. Generates new and unique ideas, approaches and solutions to problems and opportunities. Openly questions traditional assumptions and procedures
- Takes first steps to act on ideas and opportunities before being asked or forced to by events. Commits to a course

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