Plan Specialist - ME - 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.The focus of this role is to support a positive Group Benefits customer experience via the successful set up and revision of group plans on various systems. This role demands strong technical skills, workflow management ability as well as a passion for high quality customer service. The ME/OASIS Setup Specialist is primarily responsible for setup of the Member Enrolment Site, testing and client technical support. Incumbents will spend a large portion of time working in a project management capacity to ensure the accurate and timely implementation of new Member Enrolment and annual re-enrolments for existing Member Enrolment clients.What will you do

• Processing new business and/or revisions within established service standards (accuracy & timeliness).
• Respond to inquiries from customers and internal business partners
• Monitor task assignments with internal and external project team members on an ongoing basis
• Negotiate internally and externally to ensure Sun Life is able to accurately administer the benefit program
• 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 various other staff to clarify plan design so that system setup is efficient and accurate
• Manage work priorities in a multi-functional environment
• Investigate and resolve escalated issues or complaints
• Assess and negotiate target dates to meet customer expectations; demonstrate sensitivity to customers business needs
• Participate in projects as requested
• Share knowledge and technical expertise with peers, co-workers and business partners.
• Contribute and be pro-active in leading change and partnering with team members and business partners to help educate and develop their skills and expertise.
• Provide coaching, mentoring and training
• Handle escalated client issues, both technical and process-driven, and service standard questions
• Act as a subject matter expert for Member Enrolment and / or GBTA in various projects and initiatives;Conduct Business Acceptance testing for system enhancements as relating to Member Enrolment.

What you need to succeed:

• Bilingualism (French, English) required for Quebec only- interactions with English-speaking customers or partners
• Proven skills in customer service delivery
• 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
• Ability to work in a team setting; also able to work independently
• Superior verbal and written communication skills; ability to "talk with a customer".

Nice to have:

• Minimum 2 years of post-secondary education and at least 3 years of directly-related business experience
• Strong knowledge of Group systems and web application;Some proficiency with data management tools such as Excel, Access & MS Project, in order to perform system loads
• Knowledge of Group benefits and Group Division Structure
• Understanding of Group Client Services procedures and available services
• Proven ability to work well in a stressful and fast-paced environment with fluctuating work volumes and schedules
• Positive attitude;
• Strong organizational and time-management skills;
• Strong team player;
• Strong sense of initiative and ability to think outside the box

• In-depth knowledge of Plan administration systems and their interdependencies

Other:

• Overtime may be required during peak periods

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:51,700/51 700 - 83,800/83 800Job Category:Customer Service / OperationsPosting End Date:10/11/2022Quick Apply

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