Job Description
:The focus of this role is to support a positive Group Benefits customer experience via the successful set up and revision of group plans on various systems. This role demands strong technical skills, workflow management ability as well as a passion for high quality customer service. The ME/OASIS Setup Specialist is primarily responsible for setup of the Member Enrolment Site, testing and client technical support. Incumbents will spend a large portion of time working in a project management capacity to ensure the accurate and timely implementation of new Member Enrolment and annual re-enrolments for existing Member Enrolment clients.
What will you do?
Processing new business and/or revisions within established service standards (accuracy & timeliness).
Respond to inquiries from customers and internal business partners
Negotiate internally and externally to ensure Sun Life is able to accurately administer the benefit program
Understanding and analysis of customer needs to recommend system setup that supports those needs
Partnering with various other staff to clarify plan design so that system setup is efficient and accurate
Act as a subject matter expert for Member Enrolment and / or GBTA in various projects and initiatives as well as conduct Business Acceptance testing for system enhancements as relating to Member Enrolment.
What do you need to succeed?
Proven skills in customer service delivery, Analytical thinking, organization and a self-starter
Negotiation skills with the ability to work towards acceptable outcomes; offer solutions
Ability to multi-task to achieve delivery dates
Effective issue resolution skills and attention to detail
Knowledge of Group benefits and Group Division Structure
Understanding of Group Client Services procedures and available services;
In-depth knowledge of Plan administration systems and their interdependencies
Ability to work in a team setting; also able to work independently
Superior verbal and written communication skills; ability to "talk with a customer".
As this position is posted in several locations, we specify that bilingualism (French, English, both oral and written) is requiredfor Quebec onlyfor the frequent interactions with English and French-speaking colleagues or internal partners across Canada or worldwide.
Asset:
Minimum 2 years of post-secondary education and at least 3 years of directly-related business experience
Bilingual in both French and English, written and spoken
Strong knowledge of Group systems and web application; Some proficiency with data management tools such as Excel, Access & MS Project
Knowledge of Group benefits and Group Division Structure and offered services
Proven ability to work effectively in a fast-paced environment with fluctuating work volumes and schedules
Positive attitude and strong team player
Strong organizational and time-management skills
Strong sense of initiative and ability to think outside the box
What's in it for you?
We’re proud to be recognized as a company with a 2026 Most Trusted Executive team by Great Place to Work® Canada
Access to short-term assignments or ‘Gigs’ across the organization, to help you develop new skills and connections.
A collaborative and interactive team environment
Charitable giving through our You Give, We Give program lets you give back to your community – and in many cases, we’ll match your contributions.
Care Days available for self-care or care of others (i.e., family or others you may support) and Sick Days to support your well-being.
Specific note:
Occasional over time is required during periods with high incoming volumes in order to meet client expectations
Plan Specialist (ME) • Sun Life Waterloo King
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