Bilingual Document Specialist Job Saint John area,New Brunswick Canada,IT/Tech

Job Description

Join our Group Benefits Administration team as a Bilingual Document Specialist where you'll play a critical role in delivering exceptional customer experiences 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 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

Preferred skills

Knowledge of Group Benefits

Knowledge of Plan Administration systems and their interdependencies

What's in it for you?

As a hybrid organization, you and your leader use business and Client needs to choose where you work, at home or in the office

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 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


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