Bilingual Document Specialist supporting a positive customer experience in Group Benefits Administration at Sun Life by processing documents and managing inquiries.
About the role
- Advisor Satisfaction Specialist managing escalated inquiries and requests for mutual fund advisor offices. Building relationships and ensuring service quality in a hybrid work model.
Responsibilities
- Manage daily requests from assigned advisor contacts ensuring the service and quality objectives are attained and exceeded on a consistent basis
- Set up regular meetings with advisor offices to provide value add feedback and to gain a strong understanding of their practices and processes
- Investigate complex inquiries received by our advisors
- Handle advisor escalated issues by phone or email within established SLA
- Communicate well with all Dealer partners, across all locations, to ensure a consistent advisor experience
- Analyze common issues identified and provide feedback to the field training team and assigned advisors
Requirements
- Bilingualism (French, English, both oral and written) is required
- Successful completion of a university degree or equivalent post-secondary education program related to this role
- 3-5 years’ experience in a mutual fund operations role and proven customer service experience
- Ability to work flexible hours 8 to 6pm (hybrid model)
- Completion of the CSC or IFIC course is a strong asset
- High level of resourcefulness to efficiently obtain the information required to resolve the situation at hand
- Excellent negotiating and persuasion skills to defend company's position to all parties when it is unlikely everyone will be satisfied with the outcome
- Comfortable with ambiguity
- Intermediate Tableau proficiency
Benefits
- Flexible Benefits from the day you join to meet the needs of you and your family
- Inclusive and respectful environment
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