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Bilingual Document Specialist

Financière Sun Life

C'est un Contrat job à Montreal, QC publiée le novembre 22, 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:

Bilingual Document Specialist

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.   

Main Accountabilities:

  • 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

Job Specific Knowledge: 

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


  • GCS experience
  • Education and Experience:
  • 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.
We thank all applicants for showing an interest in this position. Only those selected for an interview will be contacted.
Some flexibility in hours of work may be required

What’s in it for you?

  • We’re proud to be a Best Workplace for Hybrid Work by Great Place to Work® Canada
  • We’re honoured to be recognized as a 2022 Best Workplaces in Canada by Great Place to Work® Canada
  • Wellness programs that support the three pillars of your health – mental, physical and financial
  • Fitness and wellness programs that help you balance work and life and enjoy a healthier lifestyle
  • Fluid workspaces where you can choose from a variety of workstations, offices and collaboration zones based on your daily needs

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: