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Bilingual Document Specialist

Financière Sun Life

C'est un Contrat job à Montreal, QC publiée le novembre 14, 2022.

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:

Role Summary:
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? 

  • Proven skills in customer service delivery

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

  • 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.

  • Bilingualism (French, English) required- support tasks for an English-speaking team outside Quebec

Nice to have:

  • Group Benefits experience

  • Experience in a customer service/customer-facing role 

Notes / Unique Requirements:

  • Occasional overtime may be required

  • May require flexibility to adjust start/stop times

  • Sun Life Financial promotes equal opportunity employment.


What’s in it for you? 

  • Great Place to Work® Certified in Canada and the US. 

  • Named 2021 “Best Places to Work” by Glassdoor 

  • Canada Award for Excellence for Mental Health at Work – 2021 

  • Flexible hybrid work model including in-country work-from-home if you prefer. . 

  • Pension, stock and savings programs to help build and enhance your future financial security 

  • Work and professional development that is united by our Purpose: to help Clients and Employees achieve lifetime financial security and live healthier lives 

  • A friendly, collaborative, and inclusive culture 

  • Be part of our continuous improvement journey in developing the next greatest digital enterprise experience. 


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.

Salary Range:

41,700/41 700 – 68,000/68 000

Job Category:

Customer Service / Operations

Posting End Date: