Senior Payments Coordinator

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:

**This is a 1 year temporary position with possibility of extension**

The Senior Payments Services Coordinator role offers an exciting opportunity to work in a fast paced, innovative, and dynamic team environment, providing support to Sun Life Business Units.

The Senior Coordinator role is responsible for understanding and supporting leadership objectives and provide coaching to team members while promoting an efficient and productive environment so that service level agreements and quality standards can be attained. They will have the ability to define opportunities for process improvement as they pertain to the end-to end processes and be proactive in identifying and resolving issues.

Main Accountabilities:

• Accountable for team overall accuracy and quality throughout all production process

• Accountable for understanding the end-to-end processes

• Track staff errors and keep Team Leader informed

• Provide daily quality feedback to employees by leveraging process notes (both verbal and written)

• Responsible for supporting change management that could lead to positive process enhancements

• Utilize knowledge and key client contacts to answer tier 2 priority investigations and escalations

• Recognizing what needs to be done to meet customer and business needs and communicate gaps to Team Leader

• Verify all stats are entered into daily spreadsheets and workflow boards

• Maintain spreadsheets for tracking (Excel knowledge)

• Monitoring and responding to business partners’ queries received in team email inboxes.

• Trainer for all functions within Payment Services

• Backup support for all team functions

• Back up for Team Leader

• Ability to assign tasks and give direction to staff when required

• Support/Handle vendor escalations and assist in resolving issues (ie: Creditron and RDC)

• Keep Team Leader informed of any Payment Services issues or escalations

• Participate with Team Leader in interviewing process for professional development

• Act as a resource for all Payment Services functions & processes handled by staff

• Monitor to ensure all Business Service Level Agreements are being adhered to and when in jeopardy, inform leadership
  

Competencies:

• Quality and Accuracy - Ensures high standards by applying precise quality control, accurate record-keeping, and detailed data entry

• Technical Skills - Skilled in digital file preparation, data organization in Microsoft Excel, and information management in OneNote, with foundational computer literacy and adaptability to new technologies

• Workflow and Organization - Efficiently organizes tasks, manages priorities, and meets deadlines through effective workflow and time management

• Communication and Collaboration - Communicates clearly, values teamwork, and provides effective instruction to others

• Critical Thinking and Problem Solving - Analyzes information to solve problems, make informed decisions, and establish credibility

• Personal Effectiveness - Takes responsibility, adapts to change, and retains essential information to meet high personal standards

• 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 worldwid

Assets:

• Experience in a support role within a production environment

• An understanding of Insurance Business including Individual, Group Retirement Services & Group Benefits
  

What’s in it for you?

• Flexible Benefits from the day you join to meet the needs of you and your family.

• Opportunities to learn new skills, grow and move into different roles

• Comprehensive training program with virtual classroom and ongoing learning to be set up for success

• Trusting, diverse and inclusive working environments

• Supportive leadership who’s focused on your success and well-being

• Sustainability commitments to create a cleaner, more inclusive and sustainable future for our communities

#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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