Advisor Experience Consultant, Independent Channel, Quebec Market

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:

Are you a client-centric leader passionate about providing exceptional client service experience? If this sounds like you, consider joining the Independent Channel- Advisor Experience team. Reporting to the Independent Channel- Advisor Experience Manager, the Advisor Experience Consultant role is the main point of contact for Advisors in our Quebec Market when they are experiencing escalations, sensitive issues or have not received the service they expected from our teams. You will assist these Advisors in navigating Sun Life by creating strong relationships and spearheading improvements and knowledge sharing.

What will you do?

• Establish, manage and maintain exceptional working relationships with Advisors and internal partners
• Provide end-to-end service for all inquiries, exceptions and escalations for pending business
• Provide individual case support with the goal of helping Advisors understand Sun Life products, processes and to place new business
• Regular contact with Advisors to educate them on our policies, procedures, resources, systems and products
• Partner and collaborate with internal departments including the Service Manager role to find solutions and provide process improvements, making Sun Life easy to do business with, part of the Company’s value proposition
• Apply client for life principles while problem solving and implementing operational efficiencies with specific annual continuous improvement targets
• Facilitate regular touchpoints with our internal teams to ensure we identify root causes and solutions
• Maintain knowledge of our current and future product shelf as developed
• Support the Distribution teams with the launch and promotion of new or enhanced initiatives by answering questions related to these initiatives
• Track tasks and events within CSW and maintain a shared escalation log

What do you need to succeed?

• Bilingualism (French, English, both oral and written) is required for the frequent interactions with English and French-speaking colleagues or internal partners across Canada
• Relationship management skills to interact with Advisors and internal business partners at various levels
• Effective communication skills, both verbal and written, with phone and active listening skills
• Negotiation and influencing skills to resolve issues and/or remove obstacles
• Problem solving, analytical and decision-making skills including the ability to build consensus related to resolving concerns
• Business knowledge of Sun Life specifically the Individual Operations Team
• Working knowledge of Sun life Wholesale products, including Par, Universal Life, Term, Critical Illness, and Long Term Care
• A solid understanding of the Wholesale Distribution channel
• A strong understanding of underwriting requirements and procedures
• Comfortable working in complex and ambiguous situations, flexible to handle a fast-paced environment and easily adaptable to a variety of management styles
• Proven orientation to deliver business results through effective teamwork and a demonstrated ability to execute, including the willingness to roll up your sleeves to get the job done
• Ability to prioritize competing inquiries from phone and email and multitask a variety of requests at the same time
• Ability to handle objections and gain commitment to solutions
• Strong computer proficiency and ability to quickly learn and navigate multiple internal systems (EAM, Nexus, CSW, Dynacare, APS) as well as Microsoft Office applications

What’s in it for you?

• We are honoured to be recognized as a 2022, 2023 and 2024 Best Workplaces in Canada by Great Place to Work® Canada
• A friendly, collaborative, and inclusive culture
• Flexible Benefits from the day you join to meet the needs of you and your family
• Pension, stock and savings programs to help build and enhance your future financial security
• Wellness programs that support the three pillars of your health - mental, physical and financial

#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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