Bilingual Enrolment Services Specialist

1 month ago

Toronto, Ontario, Canada Sun Life Full time

Job Summary

The Enrolment Services Specialist is a key role within our Group Benefits team, responsible for delivering exceptional customer service and implementing our Enrolment services for new and existing clients. This role requires strong project management skills, excellent communication, and the ability to work effectively with internal and external stakeholders.

Key Responsibilities

  • Provide exceptional customer service to our external clients and internal business partners
  • Project lead the implementation of our Enrolment services for new clients and re-enrolment for our existing clients
  • Create client-specific project plans, manage all enrolment deliverables, and ensure accurate setup of Sun Life Financials' systems as it impacts enrolment
  • Monitor task assignments with internal and external project team members on an ongoing basis
  • Negotiate with internal and external partners to ensure Sun Life's ability to accurately administer the desired enrolment experience
  • Gather accurate and complete client requirements
  • Understand customer expectations and plan design, and match these with Sun Life specifications
  • Understand the member experience and how plan design and system set up impacts that experience
  • Complete member web experience testing to ensure desired experience is achieved
  • Monitor and lead live enrolments, manage and resolve issues/escalations by presenting creative solutions to resolve issues around capability
  • Complete member data analysis for pre and post enrolment and coordinate updates as required
  • Prepare and present member enrolment experience to client, as required
  • Act as subject matter expert for Enrolment in various projects and initiatives

Requirements

  • Project management, facilitation and problem-solving experience
  • Customer focus and proven ability to develop and nurture client relationships
  • Strong interpersonal and communication skills to facilitate and build effective relationships with key stakeholders
  • Bilingualism (French, English, both oral and written) is required for the frequent interactions with English and French-speaking colleagues or internal partners across Canada
  • Strong organizational skills and attention to detail
  • Ability to manage changing priorities and manage workflow accordingly over multiple projects, assess and manage risks or conflict, and drive resolution
  • Experience with MS Office programs (Excel, PowerPoint, Word)
  • Ability to negotiate, consult, make decisions and persuade
  • Ability to promote partnership, innovation and continuous improvement

What We Offer

  • Being a member of the Sun Life family, a group of people united by our Purpose: to help Clients and Employees achieve lifetime financial security and live healthier lives.
  • We're honoured to be recognized as a 2024 Best Workplaces by Great Place to Work Canada
  • Internal mobility is supported by leaders who are dedicated to fueling your professional growth.
  • Flexible Benefits from the day you join to meet the needs of you and your family
  • Pension, stock, and savings programs to help build and enhance your future financial security
  • The opportunity to move along a variety of career paths with amazing networking potential

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