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 Programs Support Coordinator at Venture for Canada, guiding participant admissions and client support processes. Provides exceptional customer support while working with the Student Programs team.
Responsibilities
- Guide and support both employers and students in their VFC hiring and repeat hiring processes
- Work cross-functionally to deliver client-facing admission processes for all VFC programs, including processing employer and student applications for student programs
- Managing shared inboxes for employers and students of all VFC programs
- Refine and deliver customer success webinars (virtual, and in-person when reasonable)
- Regularly identify, design, and implement process improvements focused on customer satisfaction and feedback (e.g., end of program surveys, 1x1 calls)
- Review and approve project proposals and job descriptions
- Support the satisfaction and retention of our program participants, including building and maintaining relationships
- Manage the CRM (Hubspot) to capture client interactions, analyze client activity and behaviour and progress applicants through the admissions pipeline to program onboarding
- Manage the administration and tracking within our Learning Management System (LMS) for participant learning
- Travel and evenings/weekend work as needed (approximately 4x year)
- Any other reasonable request from VFC.
Requirements
- Able to manage repetitive tasks efficiently while maintaining high accuracy and quality standards
- Strong verbal and written communication skills, including public speaking in both English and French
- Interested and invested in excellent customer success, including clear and succinct communication and rapid response times
- Very organized and recognize that attention to detail can make a big difference
- Collaborative as well as independent; can drive to targets and deal with ambiguity
- Proactive and a self starter - you are a problem solver and can handle a lot of competing priorities at one time
- Proven ability to embrace a digital environment and remote work and still contribute to culture
- Process oriented, ensures that proper documentation is captured, maintained, understood by and available to staff and/or partner organizations
- Proficiency with Google Workspace/Gmail, HubSpot, Slack, and Zoom are assets
- Fluency in verbal and written French and English
- Must be legally authorized to work in Canada.
Benefits
- Stipend for phone usage
- Comprehensive health benefits plan after 3 months of service and RRSP matching after 6 months of service
- Three weeks of paid vacation
- Summer hours from May to Labour Day
- Additional summer office closures, holiday closures (Dec 25–Jan 1)
- Potential to work out of the country/province for up to 1 month annually
- Flexible work hours and a remote work environment
- Professional development funding
- Funding to support the setup of your home office
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