Bilingual Document Specialist Job Saint John area,New Brunswick Canada,Customer Service/HelpDesk

Job Description

About the role

The focus of this Bilingual Documents Specialist role in Group Benefits Administration is to support a positive GB customer experience through the successful set up of New Business and Revision documents. This role demands strong technical skills, workflow management ability as well as a passion for both high quality customer service and relationship management.

What will you do?

Processing new business and/or revisions documents within established service standards (accuracy & timeliness)

Respond to inquiries from internal business partners

Create and modify client documents such as contracts and member booklets

Interpretation of plan design details; seek clarification to ensure "right" outcome

Partnering with Service Representatives, Implementation Specialists, Customers 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; demonstrate sensitivity to customer's business needs

Participate in projects as requested

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 and worldwide

In-depth knowledge of Group benefits and Group Division Structure

In-depth understanding of Group Client Services procedures and available services

In-depth knowledge of Plan administration systems and their interdependencies

Analytical, organized and a self-starter

Proven skills in customer service delivery

Negotiation skills with the ability to work towards acceptable outcomes; offer solutions

Attention to detail

Ability to multi-task to achieve delivery dates

Effective issue resolution skills

Effective in a team setting; also able to work independently

Superior verbal and written communication skills

Ability to work under pressure, meet customer needs and adapt to a changing environment

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