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 Retention Agent providing customer service and retention for Manulife. Responsible for inbound/outbound calls and sales applications in English and French.
Responsibilities
- Handling both inbound/outbound conservation calls
- Providing advice, needs analysis, and completing sales applications and/or cancellations
- Accurately recording customer feedback in an online system
- Meeting Retention and quality measures on a monthly, quarterly, and annual basis
- Regularly communicating with customers both orally and in writing
- Supporting various marketing/sponsor campaigns and customer win-back programs
- Escalating issues, concerns, and trends to the Retention Supervisor
Requirements
- Experience in a customer service/ sales and/or retention role with contact centre experience is preferred
- Financial Service experience
- Post-secondary degree is an asset; however, equivalent business experience is strongly considered
- Knowledge of Financial Services or Insurance is an asset
- Fully bilingual (French/English): The successful candidate will be required to communicate in English and French in order to support clients from various jurisdictions outside of Quebec.
- Ability to work in an open office environment or remotely while managing multiple day-to-day tasks
- Demonstrated ability to persuade and negotiate through consultation over the phone and possess active listening skills
- An aptitude to navigate multiple programs at the same time while speaking with customers. This includes an ability to learn internal systems along with a proficiency in MS Office, Outlook, Internet Explorer and Google Chrome
- Attention to detail in gathering and accurately recording all customer information
- Proven problem resolution and conflict management skills to ensure an effective solution is reached for our customers
Benefits
- health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage
- adoption/surrogacy and wellness benefits
- employee/family assistance plans
- various retirement savings plans (including pension and a global share ownership plan with employer matching contributions)
- financial education and counseling resources
- generous paid time off program in Canada including holidays, vacation, personal, and sick days
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