Bilingual Document Specialist

Sun Life is a leading assurance company, and they are seeking a Bilingual Document Specialist to join their Group Benefits Administration team. The role focuses on delivering exceptional customer experiences through precise document creation and technical expertise, partnering with cross-functional teams to transform complex plan designs into accurate, customer-ready contracts and handbooks. Responsibilities Processing new business and/or revisions documents within established service standards (accuracy & timeliness) Create and modify client documents such as contracts and employee handbooks Respond to inquiries from internal business partners Interpretation of plan design details and seeking clarification to ensure right outcome Understanding and analysis of customer needs to recommend system setup that supports those needs Partnering with Service Representatives, Implementation Specialists and Advisors to clarify plan design so that documents output is efficient and accurately reflects the customer expectations Manage work priorities in a multifunctional environment Investigate and resolve escalated issues or complaints Assess and negotiate target dates to meet customer expectations and demonstrate sensitivity to customer's business needs Participate in projects, as needed Skills Bilingualism (French, English) is required for the frequent interactions with English and French-speaking colleagues or internal partners across Canada and worldwide Strong verbal and written communication skills with proven customer service skills Analytical, attention to detail and a self-starter with effective problem-resolution skills Negotiation skills with the ability to work towards acceptable outcomes and propose solutions Organized and ability to multitask to achieve deadlines Ability to work well both independently and as part of a team Ability to work under pressure, meet customer needs and adapt to a changing environment Knowledge of Group Benefits Knowledge of Plan Administration systems and their interdependencies 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. We’re honoured to be recognized as a 2024 Best Workplaces in Canada by Great Place to Work® Canada We are thrilled to be recognized by Excellence Canada with their top-level certification, the Canada Order of Excellence for Mental Health at Work®, for prioritizing employee well-being, fostering a positive work culture, and achieving excellence in mental health Company Overview Sun Life is a leading financial services organization dedicated to helping people achieve lifetime financial security and live healthier lives. It was founded in 1865, and is headquartered in Toronto, Ontario, CAN, with a workforce of 10001+ employees. Its website is