Bilingual Document Specialist

Sun Life is a leading assurance company, and they are seeking a Bilingual Document Specialist to join their Group Benefits Administration team. The role focuses on delivering exceptional customer experiences through precise document creation and technical expertise, partnering with cross-functional teams to transform complex plan designs into accurate, customer-ready contracts and handbooks.

Responsibilities

• 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

Skills

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

Benefits

• 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.
• 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

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