Bilingual Document Specialist

Sun Life Financial; Southwestern Ontario; Hybrid; CAD 53,000 - 82,000; Full time

Benefits offered by this job

Flexible benefits

Inclusive work culture

Job summary

Sun Life Financial is seeking a Bilingual Document Specialist to join the Group Benefits Administration team in Ontario. You will transform complex plan designs into accurate contracts and handbooks, interfacing with cross-functional partners to deliver precise documents.

The role requires strong bilingual communication, attention to detail, and the ability to navigate complex customer needs. Flexible benefits and a supportive environment help you grow while making a difference for clients

Qualifications

• Bilingualism (French, English) is required for frequent interactions across Canada.
• Strong verbal and written communication skills with proven customer service experience.
• Analytical mindset with attention to detail.
• Negotiation and problem-solving abilities.
• Organized with the ability to multitask and meet deadlines.
• Team player who can work independently and under pressure.

Responsibilities

• Process new business and revisions documents within established service standards (accuracy & timeliness).
• Create and modify client documents such as contracts and employee handbooks.
• Respond to inquiries from internal business partners.
• Interpret plan design details and seek clarification to ensure correct outcomes.
• Understand customer needs to recommend system setup that supports those needs.
• Collaborate with Service Representatives, Implementation Specialists and Advisors to ensure documents reflect customer expectations.
• Manage work priorities in a multifunctional environment.
• Investigate and resolve escalated issues or complaints.
• Negotiate target dates to meet customer expectations and adapt to changing needs.
• Participate in projects as needed.

Job description

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. At Sun Life, we're driven by our Purpose: helping our Clients achieve lifetime financial security and live healthier lives. Our values shape how we work: caring, authentic, bold, inspiring, and impactful.

When you join Sun Life, you'll work with passionate colleagues and empowering leaders who support your growth and celebrate your contributions, so you can make a meaningful difference in our Clients' lives. Discover how you can make a difference in the lives of individuals, families and communities around the world.

Job Description:

Join our Group Benefits Administration team as a Bilingual Document Specialist where you'll play a critical role in delivering exceptional customer experience through precise document creation and technical expertise. In this role, you'll be at the heart of our Group Benefits operations, partnering with cross-functional teams to transform complex plan designs into accurate, customer-ready contracts and handbooks. This position offers a unique blend of technical document management, customer service, and strategic internal partnerships.

What will you do?

• Processing new business and/or revisions documents within established service standards (accuracy & timeliness)
• Create and modify client documents such as contracts and employee handbooks
• Respond to inquiries from internal business partners
• Interpretation of plan design details and seeking clarification to ensure right outcome
• Understanding and analysis of customer needs to recommend system setup that supports those needs
• Partnering with Service Representatives, Implementation Specialists and Advisors to clarify plan design so that documents output is efficient and accurately reflects the customer expectations
• Manage work priorities in a multifunctional environment
• Investigate and resolve escalated issues or complaints
• Assess and negotiate target dates to meet customer expectations and demonstrate sensitivity to customer's business needs
• Participate in projects, as needed.

What do you need to succeed?

• Bilingualism (French, English)) is required for the frequent interactions with English and French-speaking colleagues or internal partners across Canada
• Strong verbal and written communication skills with proven customer service skills
• Analytical, attention to detail and a self-starter with effective problem-resolution skills
• Negotiation skills with the ability to work towards acceptable outcomes and propose solutions
• Organized and ability to multitask to achieve deadlines
• Ability to work well both independently and as part of a team
• Ability to work under pressure, meet customer needs and adapt to a changing environment.

Preferred skills

• Knowledge of Group Benefits
• Knowledge of Plan Administration systems and their interdependencies

What's in it for you?

The opportunity to move along a variety of career paths with amazing networking potential.

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

We’re committed to creating an inclusive and respectful environment. Our goal is to make sure all our employees have the chance to live up to their full potential.

We’re honoured to be recognized as a 2026 Best Workplaces in Canada by Great Place to Work Canada.

We are thrilled to be recognized by Excellence Canada with their top-level certification, the Canada Order of Excellence for Mental Health at Work, for prioritizing employee well-being, fostering a positive work culture, and achieving excellence in mental health.

#LI-Hybrid

Salary Range

52,500/52 500 - 81,500/81 500

Job Category

Customer Service / Operations

Posting End Date

14/10/2026

Shine together. At Sun Life, you can be your most brilliant self. Our supportive, flexible, and inclusive work environment is one where you – and your career – can thrive. Whatever your aspirations, collaborative leaders and colleagues are ready to help you learn, grow, and succeed. Make life brighter.

We’re a global company with a passion for people. Our purpose is to help Clients achieve lifetime financial security and live healthier lives. As a team of 30,000 across 26 countries, our impact is far-reaching, and locally relevant. There’s power in numbers. As part of Sun Life’s growing team, you have an impact on people in your community and around the world.

Shape the future. With an optimistic eye on a brighter future, we drive to innovate. Be part of leading change, push boundaries and try new ways of working. Use data to drive bold actions. Be agile and pivot as we test and learn. At Sun Life, we’re driving transformation, sustainability and innovation for our Clients, employees, partners, and communities.

Join us. Together, we can make the future brighter. Join a top employer for a brighter future. Visit Sun Life Careers