Bilingual Sponsor Business Centre Representative

Job Description

The Sponsor Business Centre is responsible for supporting new product sales through the Advisor, Consultant and Direct channels, and for the on-going relationship servicing of an in-force block of business offering a range of retirement and investment products and services.

Reporting into the Manager, Sponsor Business Centre, this position is also expected to participate in project related activities to support regional sales and service goals.

What will you do :

• Use daily phone contact to build relationships, provide product insight, and provide support;
• Participate in internal meetings, and defined Advisor-centered activities, to build awareness and knowledge of Sun Life Financial solutions;
• Actively participate in sales workshops and project group meetings as defined, sharing feedback and information to develop the business;

Develop strong relationships with the Advisors, Consultants and Clients to build and maintain a high level of satisfaction.

• Seeking to understand specific needs to appropriately set and exceed expectations;
• Interact with the Advisors / Consultants / Clients and respond to their requests in a timely and efficient manner;
• Handle all Advisor / Consultants / client inquiries of a plan design, fee and compensation nature;
• Support proactive activities aiming to increase client satisfaction and loyalty;
• Take ownership, provide recommendations and be accountable for the resolution on any identified client issues at hand;
• Escalate items that may impact the Client, loyalty or deliverables to Manager;

Develop strong working relationships with internal GRS teams by ensuring open communication.

• Manage active projects to ensure that deadlines and objectives are met as agreed;
• Coordinate plan design and service changes by managing internal resources involved in the process;
• Document and share action items agreed upon with the Advisor / Consultant / Client with all appropriate internal stakeholders;

Maintain accurate and current data on the sales and service tracking reports, as well as Salesforce

What 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 and worldwide.

• Experience in a Call Centre environment or equivalent, with 2 years or more working with group pension and savings clients;
• Ability to build credibility and rapport with clients over the phone;
• Strong listening and communication skills with the ability to simplify complicated financial concepts;
• Ability to organize, prioritize and execute on sales and service plans while working within a team;
• Strong problem solving and analytical skills;
• Solid time management skills;
• Highly motivated, independent self-starter with strong business etiquette;
• Broad knowledge of the services provided by Sun Life Financial Group Retirement Services;
• Knowledge of legislation governing retirement savings programs at the federal and provincial levels;
• Proficient with PowerPoint, Excel and Word;

University degree or equivalent.

Assets :

A professional designation associated with the group retirement services industry (e.g. CEBS, RPA, CSC, IFIC, or other) is preferred.