Resolution Case Manager

Sun Life • Montreal, QC

2d • CA$58,000 - CA$93,000 • Hybrid

About The Position

The Client Solutions Centre (CSC) within Sun Life (SL) Canada is a rapidly growing and profitable area. This role involves supporting contact centre representatives and resolving escalated issues to ensure a consistent, quality experience for clients and internal partners. The ideal candidate is a team player with strong client service skills, the ability to de-escalate issues, and a keen eye for detail to identify and report process gaps for performance improvement.

Requirements

• Proficient knowledge of group retirement products (GRS), group insurance products (GB) and CSC processes and tools
• In depth client service orientation and defusing skills
• Comprehensive consulting and negotiating skills with the ability to impact and influence others
• Proficient verbal and written communication skills
• Bilingualism (French, English, both oral and written) is required for Quebec only
• Superb team player
• In depth problem-solving, research and analytical skills
• Strong attention to detail, time management and organizational skills with a proven ability to multi-task and prioritize
• Ability to develop and maintain strong internal business relationships
• Strong judgment, decision-making skills and initiative
• Experience participating in business and systems improvement projects (Asset)

Responsibilities

• Respond to Financial Services Consultants' (FSC) questions in a timely manner to support CSC Operations' productivity.
• Recognize and support the elimination of FSC knowledge gaps by providing input to CSC Operations' Managers for coaching purposes and to the Manager of CSC Knowledge for training purposes.
• Provide targeted coaching and/or training to individuals/small groups where opportunities have been identified to fill knowledge gaps.
• Review and take ownership for resolving all escalated issues within the CSC in a timely manner.
• When necessary, respond directly to clients or CSC stakeholders over the phone or in writing to ensure satisfactory resolution and ongoing positive relationships with all CSC stakeholders.
• Consult directly with Sun Life Financial Executives, Ombudsman and/or Privacy Office, as required, to resolve complaints and escalated issues.
• Provide background to deny a write off request or make a recommendation to a Manager, Director or Assistant Vice-President to approve a write off request.
• Support business continuity in the CSC by partnering with the Production Support Team (PST) to solve any production issues as quickly as possible.
• Ensure that the impacts of system changes and/or production issues are communicated to CSC business partners in a timely and effective manner.
• Manage the CSC Knowledge in-box within the published service level and accurately respond to or triage questions in a timely manner.
• Log all questions, errors, escalations and exceptions accurately and thoroughly to support CSC quality and analytic requirements.
• Support the CSC's Quality Assurance program by reviewing feedback from the Quality Development (QD) team and developing solutions in conjunction with QD and CSC Operations to fill any gaps that are identified in the program.
• Support continuous improvement in the CSC by identifying and reporting process inconsistencies and/or identify process gaps to the Manager of CSC Knowledge to support process improvements.
• Partner with CSC Knowledge Specialists to recommend post case resolution improvements and training opportunities as well as to identify any gaps in the CSC Knowledge tools.
• Review submitted applications, as required, to ensure accuracy and compliance with business processes and policies.
• Act as the backup to the CSC Licensing Associate.

Benefits

• Supportive, flexible, and inclusive work environment
• Collaborative leaders and colleagues ready to help you learn, grow, and succeed
• Opportunity to make a difference in the lives of individuals, families, and communities
• Hybrid work model offering flexibility
• Discretionary incentive plans based on individual and company performance
• Sales incentive plans for certain sales-focused roles

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed