Bilingual Mandarin Tele-Interviewer

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:

Location: Hybrid (Montreal or Waterloo)

The Tele Interview team coordinates and conducts medical interviews with clients applying for life insurance. In this role, you will report to the Team Leader, and you will collect confidential information about clients’ medical history and lifestyle. Successful candidates will join a new team composed of high-energy individuals with a passion of delivering excellent customer service.

What will you do?

The Tele-Interviewer role is to, during a recorded interview, simultaneously interview the client and document the answers, collecting confidential information about the client's medical history (health and medication) and non-medical (lifestyle). As a key touch point with the client, responsibilities include:

• Completing tele-interviews;
• Perform real-time translation between English & Mandarin during live interviews or interactions, adapting quickly to translate questions and responses on-the-go;
• Understand clients’ needs and create an exceptional experience;
• Arranging for calling back clients that are not available;
• Informing the advisor of updates on the case using CSW and/or over the phone;
• Answering clients’ questions about the next steps of the process, up to transferring the client to other units.

What do you need to succeed?

• Strong communication and client service skills in both Mandarin & English.
• Solid interpersonal skills and demonstrate active listening skills
• Demonstrate creativity and initiative in a continuous improvement approach
• Flexible and adaptable to changing priorities
• Demonstrate professionalism and commitment to confidentiality
• Ability to effectively manage workload
• Typing accurately with a speed from 61 to 80 words/minute
• As this position is posted in several locations, we specify that bilingualism in French is required for Quebec only for the frequent interactions with English and French-speaking colleagues or internal partners across Canada or worldwide.

Assets:

• Proficiency in Cantonese is an asset
• Experience in a call center or a customer service environment (2 years)
• Knowledge of medical terminology (medical conditions, medications, etc.)
• Knowledge of individual insurance products
• Knowledge of Sun Life's systems (CSW and Sharepoint)

What’s in it for you?

• Trusting, diverse and inclusive working environments
• Supportive leadership who’s focused on your success and well-being
• A hybrid work environment combining in-office and remote work
• Comprehensive benefits and an annual bonus program
• 15 days of vacation per year
• Additional paid days off to support family/personal care and emergencies
• Assistance with securing your financial future through a competitive retirement matching program and stocks options

#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 thebrightside@sunlife.com.

At Sun Life we strive to create a flexible work environment where our employees are empowered to do their best work. Several flexible work options are available and can be discussed throughout the selection process depending on the role requirements and individual needs.

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

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