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Bilingual Enrolment Services Specialist
2 months ago
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 develop and nurture client relationships.
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
