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.

Job Description:

The focus of this Documents Specialist role in Group Benefits Administration is to support a positive GB customer experience through the successful set up of New Business and Revision documents. This role demands strong technical skills, workflow management ability as well as a passion for both high quality customer service and relationship management.

What will you do?

• Processing new business and/or revisions documents within established service standards (accuracy & timeliness)

• Respond to inquiries from internal business partners

• Interpretation of plan design details; seek 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, Customers 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; demonstrate sensitivity to customer's business needs

• Participate in projects as requested

What do you need to succeed?

• In-depth knowledge of Group benefits and Group Division Structure

• In-depth understanding of Group Client Services procedures and available services

• In-depth knowledge of Plan administration systems and their interdependencies

• An understanding of the sales office distribution network, sales practices and procedures

• Proven skills in customer service delivery

• Negotiation skills with the ability to work towards acceptable outcomes; offer solutions

• Analytical, organized and a self-starter

• Attention to detail

• Ability to multi-task to achieve delivery dates

• Effective issue resolution skills

• Effective in a team setting; also able to work independently

• Superior verbal and written communication skills; ability to "talk with a customer"

• Ability to work under pressure, meet customer needs and adapt to a changing environment

• As this position is posted in several locations, we specify that bilingualism (French, English, both oral and written) is required for Quebec only for the frequent interactions with English and French-speaking colleagues or internal partners across Canada or worldwide

What's in it for you?

• 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 2023 Best Workplaces in Ontario 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-MS

The Base Pay range is for the primary location for which the job is posted. It may vary depending on the work location of the successful candidate or other factors. In addition to Base Pay, eligible Sun Life employees participate in various incentive plans, payment under which is discretionary and subject to individual and company performance. Certain sales focused roles have sales incentive plans based on individual or group sales results.

Diversity and inclusion have always been at the core of our values at Sun Life. A diverse workforce with wide perspectives and creative ideas benefits our clients, the communities where we operate and all of us as colleagues. We welcome applications from qualified individuals from all backgrounds.

Persons with disabilities who need accommodation in the application process or those needing job postings in an alternative format may e-mail a request to thebrightside@sunlife.com.

At Sun Life we strive to create a flexible work environment where our employees are empowered to do their best work. Several flexible 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.

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