Disability Support Representative - Jobs in Waterloo, ON

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.In Group Benefits, we serve more than 5 million Canadians - plan members and their dependents - through our more than 11,000 group benefit plans across the country. Our customers include employees, associations, affinity groups and creditors in virtually every industry in Canada, and were proud to be their benefits provider.As a Disability Support Representative, you will contribute to the service and fiscal responsibility for our Plan Sponsors and Plan Members. This means that we are managing their claims efficiently and effectively using sound and fair practices aligned with our philosophy and approach to Health Management. In this role, you will be primarily responsible for providing quality, timely service to our clients by obtaining all necessary new claim documentation prior to the claim management. As a member of the Future Action (FA) Team, you will also provide ongoing incoming and outgoing assistance to our clients by assisting with their initial claim submission inquiries.What will you do

• Provide exceptional client service in assisting clients with their moderately complex inquiries about Disability claim form submissions via phone and email
• Ensure client telephone and email inquiries are responded to within a specific time frame and contact clients to submit outstanding documentation or information on an ongoing basis
• Ensure a thorough review of the documents handled to produce high-quality work within expected timeframes, while also working with the team to manage task volume to maintain service standards and meet client expectations
• Ensure that system queues are managed within service standards and administrative closures are completed within Sun Life systems
• Contribute to the compilation, maintenance, and verification of data, and assist the National Disability Support team with indexing, claim setup and new claim follow-up tasks
• Establish internal business relationships to facilitate execution of work and provide a seamless customer experience
• Look for continuous improvement ideas using process excellence methodology to improve performance, quality, and productivity
• Ensure compliance with internal policies and procedures, external regulations, and information security standards

What do you need to succeed

• Superior customer service skills demonstrated through effective communication skills (written and oral) and the ability to handle complex situations in a positive and professional manner, both over the phone and through email
• Strong problem-solving, critical thinking and analytical skills with high attention to detail
• Proven ability to drive quality and process improvements
• Strong sense of ownership, and ability to make decisions in the face of ambiguity
• Excellent organizational skills with the ability to complete work within specified timeframes
• Ability to work well independently and within a team while exuding a great work ethic and a positive, can-do attitude
• Ability to adapt quickly to a fast-paced, high-volume production environment including frequent changes in tasks depending on work volumes
• Proficient and comfortable in Microsoft Office, web-based applications, multi-screen navigation, and accurate keyboarding skills, with the ability to learn new systems quickly
• Bilingualism (French, English) required- interactions with English-speaking customers or partners

What’s in it for you

• Flexible Benefits from the day you join to meet the needs of you and your family
• Pension, stock, and savings programs to help build and enhance your future financial security
• The option to work from your home office
• The opportunity to move along a variety of career paths with amazing networking potential
• We’re honoured to be recognized as a 2022 Best Workplaces in Canada by Great Place to Work® Canada

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:36,100/36 100 - 52,000/52 000Job Category:Claims - Life & DisabilityPosting End Date:26/10/2022Quick Apply

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