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Bilingual Enrolment Services Specialist

2 months ago

Kitchener, Ontario, Canada Sun Life Full time

Job Summary

The Enrolment Services Specialist is a key member of the Sun Life team, responsible for delivering exceptional customer service and implementing Group Benefits Enrolment capabilities. This role requires strong project management, facilitation, and problem-solving skills, as well as the ability to build effective relationships with internal and external stakeholders.

Key Responsibilities

  • Provide exceptional customer service to external clients and internal business partners
  • Project lead the implementation of Group Benefits Enrolment services for new clients and re-enrolment for existing clients
  • Create client-specific project plans, manage all enrolment deliverables, and ensure accurate setup of Sun Life Financials' systems
  • 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
  • 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 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
  • Experience with MS Office programs (Excel, PowerPoint, Word)
  • Ability to negotiate, consult, make decisions, and persuade
  • Ability to promote partnership, innovation, and continuous improvement

Assets

  • PMP designation
  • Experience in Group Benefits and administrative practices
  • Plan design, plan set up, and flexible benefit plan knowledge
  • Knowledge of the Sun Life Financials' Group Benefits Member Experience

What's in it for you?

  • 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