Bilingual Document Specialist

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.

Join our Group Benefits Administration team as a Bilingual Document Specialist where you'll play a critical role in delivering exceptional customer experiences through precise document creation and technical expertise.

In this role, you'll be at the heart of our Group Benefits operations, partnering with cross-functional teams to transform complex plan designs into accurate, customer-ready contracts and handbooks. This position offers a unique blend of technical document management, customer service, and strategic internal partnerships.

**What will you do?**

- Processing new business and/or revisions documents within established service standards (accuracy & timeliness)
- Create and modify client documents such as contracts and employee handbooks
- Respond to inquiries from internal business partners
- Interpretation of plan design details and seeking clarification to ensure right outcome
- Understanding and analysis of customer needs to recommend system setup that supports those needs
- Partnering with Service Representatives, Implementation Specialists and Advisors to clarify plan design so that documents output is efficient and accurately reflects the customer expectations
- Manage work priorities in a multifunctional environment
- Investigate and resolve escalated issues or complaints
- Assess and negotiate target dates to meet customer expectations and demonstrate sensitivity to customer's business needs
- Participate in projects, as needed.

**What do you need to succeed?**

- Bilingualism (French, English)) is required for the frequent interactions with English and French-speaking colleagues or internal partners across Canada and worldwide
- Strong verbal and written communication skills with proven customer service skills
- Analytical, attention to detail and a self-starter with effective problem-resolution skills
- Negotiation skills with the ability to work towards acceptable outcomes and propose solutions
- Organized and ability to multitask to achieve deadlines
- Ability to work well both independently and as part of a team
- Ability to work under pressure, meet customer needs and adapt to a changing environment

**Preferred skills**

- Knowledge of Group Benefits
- Knowledge of Plan Administration systems and their interdependencies

**What's in it for you?**

- As a hybrid organization, you and your leader use business and Client needs to choose where you work, at home or in the office
- The opportunity to move along a variety of career paths with amazing networking potential
- Flexible Benefits from the day you join to meet the needs of you and your family
- We’re committed to creating an inclusive and respectful environment. Our goal is to make sure all our employees have the chance to live up to their full potential
- We’re honoured to be recognized as a 2024 Best Workplaces in Canada by Great Place to Work® Canada
- We are thrilled to be recognized by Excellence Canada with their top-level certification, the Canada Order of Excellence for Mental Health at Work®, for prioritizing employee well-being, fostering a positive work culture, and achieving excellence in mental health

LI-Hybrid

We are proud to be a hybrid organization that offers our employees the choice and flexibility to work from both the office and virtually based on the needs of the business, our Clients and you Several work options are available and can be discussed throughout the selection process depending on the role requirements and individual needs.

We thank all applicants for showing an interest in this position. Only those selected for an interview will be contacted.

**Salary Range**:
49,000/49 000 - 77,000/77 000

**Job Category**:
Customer Service / Operations

**Posting End Date**:
09/01/2026