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 Customer Service Representative providing support to clients at Securian Canada. Resolving inquiries and maintaining high service standards within a hybrid working model.
Responsibilities
- Respond to customer or member inquiries regarding billing, account balances, refunds, certificates, plan details, products, and services received via various communication channels;
- Assess needs and handle each inquiry professionally, courteously, and efficiently while ensuring appropriate follow-up;
- Use internal systems to gather and provide all necessary information to achieve first-contact resolution;
- Track and record inquiries in the appropriate systems;
- Update certificate details when required and perform appropriate follow-up (coverage type, coverage amount, certificate cancellations, beneficiary or contact updates, requests to cancel existing coverage and replace it with new coverage, bulk updates and/or bulk cancellations);
- Deliver consistent, high-quality service while adhering to established processes and meeting productivity and quality targets (KPIs);
- Share ideas and observations to support continuous improvement;
- Keep product and service knowledge up to date and participate in ongoing development training.
Requirements
- Post-secondary education (preferred);
- Minimum of one year of customer service experience; experience in a call centre, banking environment, or insurance sector is an asset;
- Excellent active listening and verbal and written communication skills;
- Ability to explain decisions and procedures clearly, accurately, and respectfully;
- Comfortable using multiple computer applications and able to learn new systems quickly;
- Ability to handle multiple tasks simultaneously in a fast-paced environment;
- Strong team orientation and collaborative attitude;
- Proactive, self-directed, and motivated by continuous learning;
- Adaptable and comfortable with change;
- Strong attention to detail;
- Bilingual (French and English) required.
Benefits
- Flexible work arrangements with monthly financial allowances to support work–life balance;
- Generous starting paid time off, plus additional days off for each year of service;
- One paid volunteer day to support a cause you're passionate about;
- Paid personal and wellness days to support overall well-being;
- Education assistance up to $3,500 per year (with manager approval);
- Flexible health and wellness account (in addition to comprehensive prescription drug and dental coverage) to help pay for a wide range of wellness services important to you;
- Up to 14% combined contributions to the RRSP matching program;
- Maternity/parental leave for families;
- Additional benefits and programs.
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.