Resolution Case Manager - Jobs in Montréal, QC

Job Description

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. Youll 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, youll 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.Role Summary:The Client Care Centre Resolution Case Manager (RCM) provides a consistent, quality customer service experience for Group Benefits Clients, sponsors and providers who contact the Client Care Centre. This is accomplished by supporting the Client Care Representatives (CCRs) and resolving escalated issues.What will you do:

• Responding to Client Care Representative (CCR) inquiries in real time to support First Call Resolution.
• Taking over cases that require further investigation and escalated customer telephone inquiries from the CCR.
• Handling all interactions with client for life approach.
• Track, action, manage and resolve all cases that are taken over in a timely manner.
• Maintaining open communication with the Client regarding their case and provide feedback when required due to a non-valid adjustment requests.
• Processing returned adjustments, hospital inquiries, CHCA & RTS unavailable handoffs and other inbox items efficiently and effectively within the expected turnaround time for each type of issue.
• Log all telephone and off-line activity and track all escalated inquiries to support case time line and analytic reporting.
• Recognizing and supporting the elimination of CCR knowledge gaps by providing input to supervisors/managers for coaching purposes.
• Initiating action to update information when required in the Knowledge Management/KaTy tools.
• Reporting process inconsistencies and/or identifying trends through the Continuous Improvement Process to support process improvement.
• Analyze and review write-off requests to find solutions that ensure customer satisfaction and adherence to cost management measures.

What do you need to succeed:

• Bilingualism (French, English) required- interactions with English-speaking customers or partners
• GB Medical
• GOLDEN is a strong asset
• 6 months experience in the CCC required
• Excellent customer service
• Strong organizational skills
• Strong written and verbal communication skills
• Ability to prioritize competing inquiries from phone and email and multi-task a variety of requests at one time
• Strong interpersonal skills and the ability to work with a team
• Strong Analytical and PC skills

What’s in it for you

• The opportunity to move along a variety of career paths with amazing networking potential
• An environment of continuous learning and improvement
• Being a member of the Sun Life family, a group of people united by our Purpose: to help Clients and Employees achieve lifetime financial security and live healthier lives
• A collaborative and interactive team environment

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.At Sun Life we strive to create a flexible work environment where our employees are empowered to do their best work. Several flexible work options are available and can be discussed throughout the selection process depending on the role requirements and individual needs.We thank all applicants for showing an interest in this position. Only those selected for an interview will be contacted.Salary Range:38,900/38 900 - 63,500/63 500Job Category:Customer Service / OperationsPosting End Date:26/09/2022Quick Apply

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