Bilingual Real Time Support Representative

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 Canadian Dental Care Plan (CDCP) provides dental care coverage to Canadian residents who don’t have access to private or employer paid dental insurance. Launched by the Government of Canada in January 2024, the CDCP aims to help millions of eligible Canadians reduce financial barriers to accessing oral health care, improving overall health outcomes for eligible individuals across the country. The CDCP Client Care Centre (CCC) Support team plays a vital role in supporting CDCP CCC frontline agents as well as CDCP members and Oral Health Providers.

CDCP Real Time Support agents (RTS) provide help to frontline agents on live calls through the consult queue.

As an RTS agent you are responsible for helping CDCP frontline agents navigate systems, find the information they need to respond to questions and inquiries from members and providers and takeover frontline calls when necessary. In addition, you will provide meaningful feedback to Team Leaders to help promote learning and growth after each interaction with frontline agents. In addition to supporting consultation calls, you are responsible for some offline activity including (but not limited to) submitting claims adjustments when required. You are accountable for ensuring that all offline cases are completed and that no deadlines are missed. As an Real Time Support agents (RTS) agent, you provide efficient and effective service to frontline agents, approaching each call with care and empathy. You demonstrate strong time and case management skills by adding clear and concise notes to call logs and support trackers.

Main Accountabilities:

• Assisting CDCP frontline agents with real-time questions and inquires to support First Call Resolution
• Track, action, manage and resolve all interactions based on operations SLAs
• Log all telephone and on-line activity and track all inquiries to support case timeline and reporting
• Recognizing and supporting the elimination of CCR knowledge gaps by providing feedback to Team Leaders and Managers for coaching purposes
• Initiating action to update information when required in the Knowledge Management/Athena tools
• Identifying process inconsistencies and/or trends through the Continuous Improvement Process and share feedback and suggestions to support process improvement
• Identify knowledge gaps through ad-hoc call listening (as required by the business) and provide team leaders with feedback regarding coaching opportunities with front-line agents
• Other duties as required

Requirements:

• Minimum 6 months CCC experience
• Dental knowledge is an asset
• Applicants must have Government Clearance prior to starting in this role
• As this position is posted in several locations, we specify that bilingualism (French, English, both oral and written) is required for Quebec only as the position includes managing both French and English-speaking staff (Quebec and outside Quebec) and providing daily support to the team.
• Varying Shifts between 8am - 8pm EST (rotational basis)

Competencies:

• Excellent Communication skills - ability to explain complex dental terminology in a manner that is easy to understand
• Patient and Empathetic - must be able to remain calm, even when dealing with frustrated callers
• Adaptable - must be able to work in an environment that is changing and evolving
• Problem-solver - ability to identify the root cause of the caller’s inquiry/issue and utilize available resources to find solutions
• Active listening - understand caller’s inquiries and concerns and provide clear, concise responses
• Effective Time management - efficiently handling high volumes of calls and tasks

Benefits of becoming RTS:

• Rotating schedule
• Collaborative work environment
• Offline work time
• Work with internal teams and business partners
• Mentoring and coaching
• Opportunity to work on projects
• Career opportunities within the CDCP CCC Support Team

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.

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

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