Job Description :
The focus of this GCS (Group Client Services) role is to support a positive Group Benefits customer experience via the successful set up and revision of group plan and / or member information on various systems, as well as the creation and maintenance of customer documents.
This role demands strong technical skills, workflow management ability as well as a passion for high quality customer service.
Main Accountabilities :
Processing new business and / or revisions within established service standards (accuracy & timeliness)
Respond to inquiries from customers and 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
Job Specific Knowledge :
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
An understanding of the sales office distribution network, sales practices and procedures
Proven skills in customer service delivery
Bilingual English and French
Negotiation skills with the ability to work towards acceptable outcomes; offer solutions
Analytical, organized and a self-starter
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 "talk with a customer"
Ability to work under pressure, meet customer needs and adapt to a changing environment.
Assets : GCS experience
Education and Experience :
Group Benefits experience
Experience in a customer service / customer-facing role
Notes / Unique Requirements :
Occasional overtime may be required
May require flexibility to adjust start / stop times
The Base Pay range is for the primary location for which the job is posted. It may vary depending on the work location of the successful candidate or other factors.
In addition to Base Pay, eligible Sun Life employees participate in various incentive plans, payment under which is discretionary and subject to individual and company performance.
Certain sales focused roles have sales incentive plans based on individual or group sales results.
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.
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.
We thank all applicants for showing an interest in this position. Only those selected for an interview will be contacted.
Salary Range : 37 900 / - 61 800 /
Job Category :
Customer Service / Operations
Posting End Date : 18 / 08 / 2019
18 / 08 / 2019