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About the Role
Join our Group Benefits Administration team as a Bilingual Document Specialist where you'll play a critical role in delivering exceptional customer experience through precise document creation and technical expertise. In this role, you'll be at the heart of our Group Benefits operations, partnering with cross-functional teams to transform complex plan designs into accurate, customer-ready contracts and handbooks. This position offers a unique blend of technical document management, customer service, and strategic internal partnerships.
Responsibilities
- Processing new business and/or revisions documents within established service standards (accuracy & timeliness)
- Create and modify client documents such as contracts and employee handbooks
- Respond to inquiries from internal business partners
- Interpretation of plan design details and seeking clarification to ensure right outcome
- Understanding and analysis of customer needs to recommend system setup that supports those needs
- Partnering with Service Representatives, Implementation Specialists 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 and demonstrate sensitivity to customer's business needs
- Participate in projects, as needed.
Requirements
- Bilingualism (French, English) is required for the frequent interactions with English and French-speaking colleagues or internal partners across Canada
- Strong verbal and written communication skills with proven customer service skills
- Analytical, attention to detail and a self-starter with effective problem-resolution skills
- Negotiation skills with the ability to work towards acceptable outcomes and propose solutions
- Organized and ability to multitask to achieve deadlines
- Ability to work well both independently and as part of a team
- Ability to work under pressure, meet customer needs and adapt to a changing environment
Skills
- Knowledge of Group Benefits
- Knowledge of Plan Administration systems and their interdependencies
Location
- Canada
Work Type
- Hybrid
Salary/Compensations
- 52,500 - 81,500
Benefits
- Flexible Benefits from the day you join to meet the needs of you and your family
About the Company
- At Sun Life, we're driven by our Purpose: helping our Clients achieve lifetime financial security and live healthier lives. Our values shape how we work: caring, authentic, bold, inspiring, and impactful.
- When you join Sun Life, you'll work with passionate colleagues and empowering leaders who support your growth and celebrate your contributions, so you can make a meaningful difference in our Clients' lives.
- Discover how you can make a difference in the lives of individuals, families and communities around the world.
- 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
- Diversity and inclusion have always been at the core of our values at Sun Life. A diverse workforce with wide perspectives and creative ideas benefits our Clients, the communities where we operate and all of us as colleagues. We welcome applications from qualified individuals from all backgrounds.
- We are proud to be a hybrid organization that offers our employees the choice and flexibility to work from both the office and virtually based on the needs of the business, our Clients and you.
- We may use artificial intelligence to support candidate sourcing, screening, interview scheduling.
Equal Opportunity
- Persons with disabilities who need accommodation in the application process, or those needing job postings in an alternative format, may e-mail a request to thebrightside@sunlife.com.