Document Specialist

at  Sun Life

You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You’ll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you’ll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. Discover how you can make a difference in the lives of individuals, families and communities around the world.

JOB DESCRIPTION:

The focus of this 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.

• Processing new business and/or revisions documents within established service standards (accuracy & timeliness)
• Respond to inquiries from internal business partners
• Interpretation of plan design details; seek 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, 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