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 Credit Management Resolution Officer offering financial advice & payment solutions during clients' time of need. Championing the RBC brand and providing client support.
Responsibilities
- Engage with clients through Outbound calls regarding outstanding payments on their credit cards, personal and business accounts
- Educate & provide advice on credit solutions, negotiate tailored payment arrangements for overdue accounts to meet client’s financial obligations
- Focus on helping clients when they need us most, by responding empathetically to a variety of questions, offering solutions based on client’s financial situation
- Resolve problems at first point of contact in a friendly and helpful manner and maintain relationships with partners to work as one RBC
- Contribute to team results by supporting all colleagues to be successful in meeting client needs
- Manage risks by adhering to compliance routines, processes, and controls to protect client and shareholder interests
Requirements
- Proven interpersonal, communication and problem resolution skills
- Ability to build rapport while offering the right solutions for our clients while mitigating risk
- Desire to build exceptional client experiences, passionate and curious to help clients meet their needs and solve their concerns
- Bilingualism (English and French) required
- Flexibility to work various shifts that meet our clients’ needs Monday to Friday 8AM-11PM EST and Saturday 8AM-7PM EST
- Past experience in a customer service role where you provided a variety of needs-based solutions (nice-to-have)
- Negotiation skills (nice-to-have)
- Experience working in a team and metrics-based performance environment (nice-to-have)
- Previous experience working in a Contact/Call Centre and in a fast paced financial and/or service industry (nice-to-have)
- Fluency in Cantonese and/or Mandarin in order to serve our clients in the community with those language speaking needs (nice-to-have)
Benefits
- A comprehensive Total Rewards Program including bonuses and flexible benefits
- Competitive compensation and stock where applicable
- A world-class training program in financial services
- Excellent career development and access to a variety of job opportunities across business and geographies
- Leaders who support your development through coaching and managing opportunities
- Work in a dynamic, collaborative, progressive, and high-performing team
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