Service Specialist
About The Position
SunSolutions & National Accounts within Group Benefits, Business Development is looking for an experienced Service Specialist. This role is responsible for servicing a block of business and participating in the acquisition and installation of new business. The Service Specialist will arrange service calls with clients, promote Sun Life group benefit products and services, and prepare for and deliver plan member education sessions and benefit fairs. They will also train and update Plan Administrators and Advisors on E-Services and administrative practices, participate in finalist presentations, and provide ongoing support to Plan Administrators and Plan Advisors by actively finding solutions to issues and sharing ideas for service delivery improvements. The role requires understanding client wants and needs, working closely with the Implementation Team during new business installation, gathering data critical to installation, preparing and implementing revisions for plan design changes, and managing target dates with clients and Advisors. Active participation in training, service representative meetings, product training, and process updates is also expected, along with contributing constructively in huddles and team meetings.
Requirements
- Minimum of 2 years experience / Strong knowledge of Group Benefits with an understanding of products, processes and distribution
- 3 to 5 years relevant work experience in a service-related role
- Post-secondary education
- Client empathy and commitment to providing an excellent service and Client experience
- Ability to build strong working relationships
- Ability to work independently and as part of a high functioning team
- Strong analytical and problem solving abilities
- Proven ability to meet goals, manage high volumes of work and work collaboratively within the team, and across multiple teams
- Excellent oral and written communication skills
- Proficient in technological systems such as Word, Excel, PowerPoint etc.
- Strong time management and organizational skills
- Ability to manage deadlines and to work using influence and negotiation
- Strong conflict management skills
- Valid drivers license
Nice To Haves
- Some travel will be required in this role
- There may be times when additional work beyond the normal work day is required
Responsibilities
- Arrange service calls with clients and meet to discuss and proactively promote Sun Life group benefit products & services
- Prepare for and deliver plan member education sessions and benefit fairs
- Train and update Plan Administrators and Advisors on our E-Services and our Administrative Practices
- Participate in finalist presentations
- Provide on-going support to Plan Administrators and Plan Advisors by actively finding solutions to issues, and share ideas with team members that could improve service delivery and processes
- Understand client wants and needs and take action to meet and exceed them
- Work closely with Implementation Team and new clients during the implementation process to successfully install new business
- Meet with new clients to gather data critical to installation of new business
- Prepare revisions for plan design changes and implement new plan design changes
- Manage target dates with clients and Advisors with respect to plan design changes
- Actively participate in Training, Monthly Service Representative meetings, Educational training on new product offering and various process update
- Actively participates in huddles & team meetings and shares learnings in a constructive manner.
Benefits
- Flexible Benefits from the day you join to meet the needs of you and your family
- We’re committed to creating an inclusive and respectful environment. Our goal is to make sure all our employees have the chance to live up to their full potential
- We are proud to be a hybrid organization that offers our employees the choice and flexibility to work from both the office and virtually based on the needs of the business, our Clients and you!
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
