Bilingual Document Specialist supporting a positive customer experience in Group Benefits Administration at Sun Life by processing documents and managing inquiries.
About the role
- Bilingual Spanish Service Center Representative providing exceptional customer service for insurance inquiries via phone, email, and chat. Collaborating with departments to enhance customer experience and resolve issues.
Responsibilities
- Answer complex customer inquiries and issues via phone, email, and chat
- Prioritize the customer relationship by listening and responding with empathy
- Demonstrate patience and clear communication when assisting customers
- Provide detailed information about insurance products, policies, and processes
- Explain complex insurance terms and concepts to customers in an understandable manner
- Analyze and resolve customer inquiries and complaints
- Collaborate with other departments to resolve complex issues
- Handle back-office processing tasks including policy updates and data entry
- Process customer payments accurately and efficiently
- Maintain up-to-date knowledge of company policies, products, and services
- Document all customer interactions and maintain accurate records in the CRM system
- Troubleshoot and resolve technical issues related to online portal and app use
- Promote the use of self-service and online tools to customers
- Support operational strategies to improve customer retention
Requirements
- 3-5 years of customer service experience with a passion for service excellence
- Previous inbound contact center and financial service experience is an asset
- Knowledge of insurance products and regulatory requirements is an asset
- Proficient in English and Spanish (verbal and written)
- Proven ability to handle complex customer issues with empathy and professionalism
- Excellent communication skills, both verbal and written
- Demonstrated patience and effective communication skills to explain complex insurance terms
- Experience in back-office and payment processing
- Strong technical skills with aptitude to troubleshoot technical issues
- Resourceful, with strong problem-solving skills
- Ability to work independently and as part of a team
- Effective multi-tasking and time management skills
- Strong understanding of Contact Center Key Performance Indicators
- College Diploma or University Degree an asset
Benefits
- Work from home opportunities
- Full time schedules with weekends off (Rotating shifts between 9am-5:30pm EST)
- Full benefits package and pension with company match
- Vacation time and bonus structure
- All required equipment/hardware provided
- Supportive management and co-workers
- Diverse and inclusive working environment
- Constant opportunity to learn, grow and advance your career
Job title
Job type
Experience level
Salary
Degree requirement
Location requirements
Report this job
Found something wrong with the page? Please let us know by submitting a report below.
Caseworker managing patient and provider support for Cencora’s Innomar Strategies. Implementing case - management protocols and providing telephone support for funding and access issues.
Bilingual Corporate Roadside Assistance Representative handling inquiries for Canadian Tire. Providing customer service with availability for scheduling between 6AM to 11PM.
Bilingual Nurse Case Manager in McKesson's Patient Support Programs. Coordinating patient education and adherence support across the treatment journey in Canada.
Senior Associate at PwC specializing in SAP consulting services for operational efficiency. Analyzing client needs and implementing software solutions across SAP applications.
SAP EAM Consultant focused on delivering SAP solutions to enhance operational efficiency for clients. Collaborating across teams to implement and support complex business processes in SAP.
Customer Payments Specialist identifying and collecting delinquent payments for Equitable Bank. Responsible for maintaining high customer service values while managing collections in residential and commercial mortgages.
Vocational Case Coordinator managing referrals for TSA and EECA programs in Canada. Collaborating with multiple stakeholders and supporting operational efficiencies in vocational services.
Bilingual Senior Integration Specialist managing ongoing data feeds for item catalogs and purchase orders at Sodexo. Collaborating with partners and technical teams to ensure accuracy and integrity of system data.
Bilingual Integration Specialist working remotely with suppliers and technical teams at Sodexo. Maintaining data integrity and collaborating on data flow solutions.