Bilingual Document Specialist supporting a positive customer experience in Group Benefits Administration at Sun Life by processing documents and managing inquiries.
About the role
- Manage a block of litigated disability claims at Sun Life with a focus on proactive customer service and financial outcomes. Collaborate closely with legal and claims operations teams.
Responsibilities
- Manage your litigated block of cases with a strong proactive customer service focus, exhibiting expert skill in both disability and litigation management and following relevant practices, processes, and guidelines.
- Represent Sun Life in a highly professional manner at mediations, examinations for discovery, pre-trials, trials, grievance arbitrations and at any other judicial or quasi-judicial proceeding.
- Instruct our legal counsel on the final disposition of litigated claims.
- Handle other escalated matters in thorough, timely and effective manner, following relevant practices and processes, again with a strong proactive customer service focus.
- Provide leadership in complex case management.
- Build a strong knowledge of litigation management strategies.
- Work to improve your quality outcomes.
- Build strong, effective relationships with your manager, and other members of the litigation management team, working in partnership with them to help the team meet expected business outcomes.
- Create and deliver presentations to disability claims operations based on common trends within litigation or on other relevant topics.
- Demonstrate an excellent knowledge of group insurance, disability case management strategies and risk management.
- Consistently build strong working relationships with members of our legal services department, disability claims operations, and other stakeholders, working proactively and in partnership with them.
- Contribute to a dynamic work environment by identifying opportunities to continuously improve processes to better meet our service excellence, quality and financial commitments to our customers.
- Identify issues and solutions on litigated cases that require follow-up within the disability operations.
- Contribute to the ongoing business retention and growth by building strong working relationships with our customers and by your proactive engagement with plan sponsors.
- Help prioritize work to meet customer expectations.
- Coach and mentor other team members as opportunities arise.
Requirements
- Bilingualism (French, English, both oral and written) is required for the frequent interactions with English and French-speaking colleagues or internal partners across Canada and worldwide.
- Stellar customer service skills
- Strong organizational, analytical and decision-making skills
- Excellent listening skills and capacity for empathy
- Ability to deal with stressful situations
- Strong verbal and written communication skills
- Ability to self-reflect and demonstrate other personal characteristics that positively influence your own engagement and growth
- Strong interpersonal and motivational skills
- Demonstrated ability to adapt to change
- Ability to understand and explain new concepts to successfully transfer knowledge and promote both engagement and implementation
- Strong ability to objectively review information taking into consideration all aspects of files/situations
- Strong ability to work collaboratively with others
- Demonstrated ability to negotiate
- Ability to travel (valid driver’s license and access to vehicle are required for travel)
- Excellent knowledge of disability case management strategies
- Strong computer skills and Microsoft Office knowledge
- A bachelor's degree or equivalent business experience.
- At least 5 years of recent disability case management experience.
- Some knowledge of litigation case management strategies.
- Strong negotiation skills.
Benefits
- Access to short-term assignments or ‘Gigs’ across the organization, to help you develop new skills and connections.
- Charitable giving through our You Give, We Give program lets you give back to your community – and in many cases, we’ll match your contributions.
- Care Days available for self-care or care of others (i.e., family or others you may support) and Sick Days to support your well-being.
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