Bilingual Document Specialist at Sun Life in Waterloo, ON

Job 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. At Sun Life, we're driven by our Purpose: helping our Clients achieve lifetime financial security and live healthier lives. Our values shape how we work: caring, authentic, bold, inspiring, and impactful. When you join Sun Life, you'll work with passionate colleagues and empowering leaders who support your growth and celebrate your contributions, so you can make a meaningful difference in our Clients' lives. Discover how you can make a difference in the lives of individuals, families and communities around the world. Job Description: Join our Group Benefits Administration team as a Bilingual Document Specialist where you'll play a critical role in delivering exceptional customer experience through precise document creation and technical expertise. In this role, you'll be at the heart of our Group Benefits operations, partnering with cross-functional teams to transform complex plan designs into accurate, customer-ready contracts and handbooks. This position offers a unique blend of technical document management, customer service, and strategic internal partnerships. What will you do? 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. What do you need to succeed? Bilingualism (French, English)) is required for the frequent interactions with English and French-speaking colleagues or internal partners across Canada 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 Preferred skills Knowledge of Group Benefits Knowledge of Plan Administration systems and their interdependencies What's in it for you? The opportunity to move along a variety of career paths with amazing networking potential 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’re honoured to be recognized as a 2026 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 The Base Pay range is for the primary location