Bilingual Retention Agent providing customer service and retention for Manulife. Responsible for inbound/outbound calls and sales applications in English and French.
About the role
- Bilingual Disability Payment Specialist calculating and processing disability benefit payments for clients in Canada. Supporting clients through effective communication and problem-solving with team collaboration.
Responsibilities
- Calculate and release Disability Benefit payments
- Process and apply reimbursements from various sources such as CPP/QPP, WSIB, CSST, etc.
- Review and comprehend contractual provisions
- Assist and develop repayment plans for overpayments
- Respond proactively to client inquiries or concerns
- Handle inbound and outbound calls
- Create an environment that promotes team member accountability and autonomy
- Represent Sun Life professionally, internally and externally, and work well with partners and clients
- Identify and suggest opportunities for process improvements
Requirements
- Bilingualism (French, English, both oral and written) is required
- Strong customer service experience with a Client-focus mindset
- Tech-savvy with the ability to navigate multiple screens simultaneously
- Active listening skills towards our Plan Members and Plan Sponsors
- Detail-oriented with an ability to work with numbers
- Organizational and time management skills
- Thrive in a fast paced, high-volume production environment
- Able to apply critical thinking to solve complex problems
- Ability to take initiative and demonstrate sound judgement
- Resilience while taking on new responsibilities or handling difficult situations
- Commitment and excitement towards continuous learning – every challenge is a new opportunity for growth!
Benefits
- Comprehensive benefits
- Paid vacation based on experience and additional days to support family care and personal emergencies
- Retirement & stock investment
- Pay for performance reward
- Unique Sabbatical Program gives you the opportunity to take up to 6 weeks off, every five years.
- Investment in not-for-profit organizations that are important to you.
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Experience level
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Degree requirement
No Education Requirement
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