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 Automotive Technical Specialist for claims resolution. Providing technical input and ensuring fair dispute resolutions in automotive marketplaces.
Responsibilities
- Apply your diagnostic skills to verify vehicle condition data from inspection reports, confirming accuracy and identifying potential discrepancies.
- Investigate customer arbitration claims and resolve them by serving as a neutral technical expert.
- Maintain proactive, clear communication with customers, ensuring they understand the technical basis for resolutions.
- Educate customers and internal teams on best practices and reasonable expectations regarding vehicle condition, repairs, and reconditioning.
- Translate customer problem descriptions into technical assessments, clarifying mechanical, cosmetic, or title-related concerns.
- Understand and resolve issues related to vehicle registration, liens, and odometer disputes.
- Use analytics to identify trends and opportunities to improve the customer experience and productivity.
- Act as a mediator in disputes and negotiate repairs or pricing to reach mutually acceptable solutions, ensuring customer satisfaction and buyer retention.
- Collaborate with inspection and quality control teams to provide feedback and effectively manage policies and goodwill loss.
- Stay up to date with evolving arbitration policies and best practices through relevant legislation across Canadian provinces.
Requirements
- Minimum of 2 years of hands-on experience in the automotive industry (e.g., service technician, service advisor, damage estimator, body shop), demonstrating a strong practical understanding of automotive mechanics and repairs.
- Bilingual in English and French.
- Exceptional customer-service orientation with excellent communication skills; able to de-escalate conflicts and manage customer expectations.
- Positive attitude, outstanding follow-up skills, basic computer literacy, and a strong commitment to teamwork.
- Strong conflict-resolution, negotiation, and communication skills (written and verbal).
- Proficiency using CRM software to effectively manage customer interactions and maintain accurate records.
Benefits
- Medical, dental, and vision benefits with employer contributions to a Health Savings Account (U.S.) and options for a Flexible Spending Account (U.S.)
- 401(k) (U.S.) or RRSP (Canada) with company matching contributions, vested immediately
- Paid vacation, personal time, and sick leave
- Paid maternity and paternity leave (U.S.)
- Employer-paid short-term disability, long-term disability, life insurance, and accidental death & dismemberment insurance (U.S.)
- Comprehensive Employee Assistance Program (EAP)
- Employer-paid “Leap into Service” volunteer day
- Tuition reimbursement for eligible programs
- Opportunities to expand your skills and share your knowledge within a global, publicly traded organization
- Company culture focused on internal promotions, diverse career paths, and meaningful professional advancement
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