Client Service Representative

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:

Location: Hybrid (Waterloo or Montreal)

Reporting to the Team Leader, Admin, the Client Service Representative will be involved with the daily administration of policies and will respond to questions from customers, advisors and brokers as well as providing policy issue and servicing support to the Personal Health Insurance line of products.

Our Personal Health Insurance (PHI) product offers health and dental benefits to individuals and families who don't have access to these benefits through an employer. The marketplace is highly competitive that requires quick and effective responses to changing customer needs. We are in the midst of exciting changes to continue to effectively administer this product.

What will you do?

• Maintain client information, including banking information, customer and dependant data and coverage options
• Administration tasks including customer billing, policy set up, policy amendments, terminations and other service activities
• Handle escalated and complex cases and work collaboratively to ensure daily assigned work is completed
• Provide accurate information and service on the phone and through the Customer Service Workbench (CSW) system

What do you need to succeed?

• Previous experience in customer service in a related field
• Excellent communication skills, both written and verbal
• Demonstrated problem solving, prioritization and decision-making abilities in a fast-paced environment, with Client as primary focus
• Ability to look for opportunities to improve processes to increase efficiency and/or improve the experience for customers and advisors
• As this position is posted in several locations, we specify that bilingualism (French, English, both oral and written) is required for Quebec only as the position reports to a unilingual English-speaking manager outside Quebec.

Preferred skills:

• Group Benefits or Personal Health Insurance product knowledge are strong assets
• Group systems knowledge including CSW, Oasis and Chess.

What's in it for you?

• We are proud to be on the 2024 Best Workplaces in Canada list by Great Place to Work.
• We're also listed as one of the Best Workplaces for Women and Best Workplaces with Most Trusted Executive Teams
• Flexible Benefits from the day you join to meet the needs of you and your family.
• Time off giving you the flexibility to focus on the moments that matter. 15 days' vacation per year.
• Our unique Sabbatical Program gives you the opportunity to take up to 6 weeks off, every five years.
• Opportunities to own your career development with programs to continuously learn, build skills, grow through coaching and more.

#LI-Hybrid

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.

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