Resolution Case Manager

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.

Job Description:

The Client Solutions Centre (CSC) within Sun Life (SL) Canada represents one of the fastest growing and most profitable areas in the Canadian operation. With over $4B in assets in our my Savings Choices plans and incredible initial penetration with our my Life Choices and my Health Choices products, you will be joining a team that successfully offers group members who are leaving their employers the choice to keep their assets and benefits with Sun Life Financial at reduced fees and discounted rates. 

By taking on this challenging role, you will be a key contributor to the ongoing success of the CSC. You will be responsible for helping to provide a consistent, quality experience for clients and internal partners who contact the CSC. This will be accomplished by supporting the contact centre representatives in the CSC and resolving escalated issues. 

You are a great team player and have a strong orientation to client service. You have an ability to effectively diffuse escalated issues and negotiate successful outcomes. Your attention to detail is superb and you have an ability to recognize and report knowledge and process gaps that result in improved overall performance. 
 

Main accountabilities:

• 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.

Competencies:

• 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

• 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 French-speaking colleagues or internal partners across Canada or worldwide.

• 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)

Unique requirements:

• Able to accommodate shift work to support business hours (currently 8AM-8PM EST, Monday-Friday)

Why join Sun Life?

• Being a member of the Sun Life family, a group of people united by our Purpose: to help Clients and Employees achieve lifetime financial security and live healthier lives

• A friendly, collaborative and inclusive culture

• A collaborative and interactive team environment

• Being part of our journey in developing the next greatest digital experience

• Working together, sharing common values and encouraging growth & achievement

#LI-Hybrid

The Base Pay range is for the primary location for which the job is posted. It may vary depending on the work location of the successful candidate or other factors. In addition to Base Pay, eligible Sun Life employees participate in various incentive plans, payment under which is discretionary and subject to individual and company performance. Certain sales focused roles have sales incentive plans based on individual or group sales results.  

Diversity and inclusion have always been at the core of our values at Sun Life. A diverse workforce with wide perspectives and creative ideas benefits our Clients, the communities where we operate and all of us as colleagues. We welcome applications from qualified individuals from all backgrounds.

Persons with disabilities who need accommodation in the application process, or those needing job postings in an alternative format, may e-mail a request to [email protected].

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! Several work options are available and can be discussed throughout the selection process depending on the role requirements and individual needs.

We may use artificial intelligence to support candidate sourcing, screening, interview scheduling.

We thank all applicants for showing an interest in this position. Only those selected for an interview will be contacted.

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