Operations Specialist

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:

Operations Specialist: (Hybrid Position)

In this position, you will be a member of the Financial Operations team reporting to the Senior Manager of Broker Services. You will be accountable for processing and responding to client requests and inquires. Responsibilities will include fielding incoming phone calls, providing detailed commissions information to clients and brokers both verbally and in writing, processing all financial and non-financial transaction requests in accordance with documented controls and procedures.  

• Key responsibilities: 
• * Reviews customer request and determines proper action based on departmental procedures.
• * Take incoming broker and internal client phone calls from a low volume phone queue line.  
• * Responds appropriately to customer inquiries regarding items such as statement requests, payment history and commission scales along with other commissions related inquiries.
• * Provides follow-up to customers on requests that cannot be resolved on the phone.
• * Accurately processes financial and non-financial requests on the administration systems
• * Suggest client centered enhancements and participates in problem solving activities to help drive continuous improvement and improve the overall client experience.
• * Engage various internal departments to drive problem resolution.
• * Assists with departmental projects, reporting and reconciliations.

• Skills and qualifications:
• * Bachelor’s degree or equivalent industry work experience
• * Strong commitment to customer service and quality
• * Ability to successfully perform in fast-paced, multitasking, high pressure environment
• * Solid organization and prioritization skills, research and follow-up skills
• * Solid analytical and problem solving skills
• * Attention to detail
• * Strong written and verbal communication skills
• * Proficiency with Microsoft Office suite
• * Listens openly and learns from others who have different perspectives, backgrounds, and/or styles
• * Taking ownership of work items and seeing them through to completion
• * Time management and ability to work within a collaborative team environment

Do you see yourself in this role even if you haven’t checked all the boxes above? We welcome all talented candidates and are committed to a culture that represents diversity in all forms. If you think you might thrive in this setting, we would love to hear from you. 

Not ready to apply yet but want to stay in touch? Join our talent community to stay connected until the time is right for you! 

Life is brighter when you work at Sun Life 

• Excellent benefits and wellness programs to support the three pillars of your well-being – mental, physical, and financial – including generous vacation and sick time, market-leading paid family, parental and adoption leave, a partially-paid sabbatical program, medical plans, company paid life and AD&D insurance as well as disability programs and more 
• Retirement and Stock Purchase programs to help build and enhance your future financial security including a 401(k) plan with an employer-paid match as well as an employer-funded retirement account  
• A flexible work environment with a friendly, caring, collaborative and inclusive culture  
• Great Place to Work® Certified in Canada and the U.S.  
• Named as a “Top 10” employer by the Boston Globe's “Top Places to Work” two years running 

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. 

If you are a California resident, the salary range for this position is: 

• Southern region: $49,700-67,100 annually  
• Central region: $52,400-70700 annually
• Northern region: $56,000-75,600 annually  

If you are a Colorado resident, the salary range for this position is $47,500-64,100 annually.