Plan Specialist - Ottawa, Canada - Sun Life

Sun Life

Verified Company

Ottawa, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

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.

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.

Role Summary:

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.

Main Accountabilities:

Processing new business and/or revisions within established service standards (accuracy & timeliness).
Work on Reenrolment projects.
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 multifunctional environment
Investigate and resolve escalated issues or complaints
Assess and negotiate target dates to meet customer expectations; demonstrate sensitivity to customer's business needs
Participate in projects as requested
Share knowledge and technical expertise with peers, coworkers and business partners.
Contribute and be proactive in leading change and partnering with team members and business partners to help educate and develop their skills and expertise.
Support and backup leadership as per designated assignments
Provide coaching, mentoring and training
Handle escalated client issues, both technical and processdriven, and service standard questions

Conduct Business Acceptance testing for system enhancements as relating to Member Enrolment.

Competencies:

Proven skills in customer service delivery
Negotiation skills with the ability to work towards acceptable outcomes; offer solutions
Understanding of project management methodology
Analytical, organized and a selfstarter
Attention to detail
Ability to multitask to achieve delivery dates
Effective issue resolution skills
Knowledge of Group benefits
Understanding of Group Client Services procedures and available services;
Indepth 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;

Asset:

Minimum 2 years of postsecondary education and at least 3 years of directlyrelated business experience
As this position is posted in several locations, we specify that bilingualism (French, English, both oral and written) is required
for Quebec only for the frequent interactions with English and Frenchspeaking colleagues or internal partners across Canada or worldwide.

Some proficiency with data management tools such as Excel, Access & MS Project, in order to perform system loads

Proven ability to work well in a stressful and fastpaced environment with fluctuating work volumes and schedules
Positive attitude;
Strong organizational and timemanagement skills;
Strong team player;
Strong sense of initiative and ability to think outside the box

Other:

Overtime may be required during peak periods

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/ ,800/83 800

Job Category:

Customer Service / Operations

Posting End Date:

21/05/2023