Bilingual Document Specialist

The focus of this Bilingual Documents Specialist role in Group Benefits Administration  is to support a positive GB customer experience through the successful set up of  New Business and Revision documents.   This role demands strong technical skills, workflow management ability as well as a passion for both high quality customer service and relationship management.   

melanie.iacovino@sunlife.com - Please email resume

What will you do?

• Processing new business and/or revisions documents within established service standards (accuracy & timeliness)
• Respond to inquiries from internal business partners
• Create and modify client documents such as contracts and member booklets
• Interpretation of plan design details; seek clarification to ensure "right" outcome
• Partnering with Service Representatives, Implementation Specialists, Customers and Advisors to clarify plan design so that documents output is efficient and accurately reflects the customer expectations
• Manage work priorities in a multifunctional environment
• Investigate and resolve escalated issues or complaints
• Assess and negotiate target dates to meet customer expectations; demonstrate sensitivity to customer's business needs
• Participate in projects as requested

What do you need to succeed?

• Bilingualism (French, English) is required for the frequent interactions with English and French-speaking colleagues or internal partners across Canada and worldwide
• In-depth knowledge of Group benefits and Group Division Structure
• In-depth understanding of Group Client Services procedures and available services
• In-depth knowledge of Plan administration systems and their interdependencies  
• Analytical, organized and a self-starter
• Proven skills in customer service delivery
• Negotiation skills with the ability to work towards acceptable outcomes; offer solutions
• Attention to detail
• Ability to multi-task to achieve delivery dates
• Effective issue resolution skills  
• Effective in a team setting; also able to work independently
• Superior verbal and written communication skills
• Ability to work under pressure, meet customer needs and adapt to a changing environment

What's in it for you?

• The opportunity to move along a variety of career paths with amazing networking potential
• Flexible Benefits from the day you join to meet the needs of you and your family
• We’re committed to creating an inclusive and respectful environment. Our goal is to make sure all our employees have the chance to live up to their full potential
• We’re honoured to be recognized as a 2026 Best Workplaces in Canada by Great Place to Work® Canada
• We are thrilled to be recognized by Excellence Canada with their top-level certification, the Canada Order of Excellence for Mental Health at Work®, for prioritizing employee well-being, fostering a positive work culture, and achieving excellence in mental health