Firm Experience Specialist

Are you a client-centric individual passionate about providing an exceptional client service experience? If this sounds like you, consider joining the Independent Channel- Firm Experience team. Reporting to the Independent Channel- Advisor Experience Manager, the Firm Experience Specialist is the main point of intake for back-office staff are experiencing escalations, sensitive issues or have not received the service they expected from our teams. You will assist these Firms in navigating Sun Life, while providing support via phone and email, and escalating inquiries that require handling by a Firm Experience Consultant.

Major Responsibilities:

• Establish, manage and maintain exceptional working relationships with Firm back offices and internal partners
• Provide individual case support with the goal of helping Firms understand Sun Life products, processes and to place new business
• Respond to both phone and email inquiries about Sun Life’s individual life and health products and processes within the New Business area
• Tracking tasks and events within CSW
• Engaging the Senior New Business Service Support as required
• Apply client for life principles while problem solving and implementing operational efficiencies with specific annual continuous improvement targets
• Triage in force requests and provide response back to Firms as required
• Commitment to help manage all mandatory, regulatory and compliance requirements to safeguard the interests of our clients and business

Core Competencies:

• Knowledge of Sun life Wholesale products, including Par, Universal Life, Term, Critical Illness, and Long Term Care
• Ability to prioritize competing inquiries from phone and email and multi-task a variety of requests at one time
• Strong phone and active listening skills
• Good time management skills
• A solid understanding of the Wholesale Distribution channel

Education and Experience

• Minimum 2-4 years of Client Facing Experience
• As this position is posted in several locations, we specify that bilingualism (French, English, both oral and written) is required for Quebec only for the frequent interactions with English and French-speaking colleagues or internal partners across Canada or worldwide.

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.