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Sun Life
Bilingual Document SpecialistSun Life • Toronto, Ontario
Bilingual Document Specialist

Bilingual Document Specialist

Sun Life • Toronto, Ontario
3 days ago
Job type
  • Full-time
Job description

Job Description

:

About the role

The focus of this Bilingual 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
  • Create and modify client documents such as contracts and member booklets
  • Interpretation of plan design details; seek clarification to ensure "right" outcome
  • 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?

  • Bilingualism (French, English) is required for the frequent interactions with English and French-speaking colleagues or internal partners across Canada and worldwide
  • 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
  • Analytical, organized and a self-starter
  • Proven skills in customer service delivery
  • Negotiation skills with the ability to work towards acceptable outcomes; offer solutions
  • 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 work under pressure, meet customer needs and adapt to a changing environment

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 2026 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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Bilingual Document Specialist • Toronto, Ontario

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