Plan Specialist (ME)

Sun Life • Waterloo, ON

3d • CA$58,000 - CA$93,000 • Hybrid

About The Position

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.

Requirements

• Proven skills in customer service delivery, Analytical thinking, organization and a self-starter
• Negotiation skills with the ability to work towards acceptable outcomes; offer solutions
• Ability to multi-task to achieve delivery dates
• Effective issue resolution skills and attention to detail
• Knowledge of Group benefits and Group Division Structure
• Understanding of Group Client Services procedures and available services
• In-depth knowledge of Plan administration systems and their interdependencies
• Ability to work in a team setting; also able to work independently
• Superior verbal and written communication skills; ability to "talk with a customer".
• Bilingualism (French, English, both oral and written) is required for Quebec only for the frequent interactions with English and French-speaking colleagues or internal partners across Canada or worldwide.

Nice To Haves

• Minimum 2 years of post-secondary education and at least 3 years of directly-related business experience
• Bilingual in both French and English, written and spoken
• Strong knowledge of Group systems and web application
• Some proficiency with data management tools such as Excel, Access & MS Project
• Knowledge of Group benefits and Group Division Structure and offered services
• Proven ability to work effectively in a fast-paced environment with fluctuating work volumes and schedules
• Positive attitude and strong team player
• Strong organizational and time-management skills
• Strong sense of initiative and ability to think outside the box

Responsibilities

• Processing new business and/or revisions within established service standards (accuracy & timeliness).
• Respond to inquiries from customers and internal business partners
• Negotiate internally and externally to ensure Sun Life is able to accurately administer the benefit program
• 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
• Act as a subject matter expert for Member Enrolment and / or GBTA in various projects and initiatives as well as conduct Business Acceptance testing for system enhancements as relating to Member Enrolment.

Benefits

• Access to short-term assignments or ‘Gigs’ across the organization, to help you develop new skills and connections.
• A collaborative and interactive team environment
• Charitable giving through our You Give, We Give program lets you give back to your community – and in many cases, we’ll match your contributions.
• Care Days available for self-care or care of others (i.e., family or others you may support) and Sick Days to support your well-being.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree