Description:
In a client-facing role, the Group Benefits Enrolment Services Specialist is accountable for the accurate and timely implementation and ongoing support of our Enrolment capabilities and related services. The Enrolment Services Specialist is responsible for managing all components of their assigned block of clients and projects as it relates to Member Enrolment, working in partnership with our Clients, Business Development, Service Reps, Implementation Project Managers, and all other internal stakeholders to deliver the optimal Enrolment experience.
Main Accountabilities:
- Provide exceptional customer service to our external clients and internal business partners
- Project Lead the implementation of our Enrolment services for New clients and Re-Enrolment for our Existing clients
- Create client-specific project plans, manage all Enrolment deliverables, and ensure accurate setup of SLF systems as it impacts Enrolment
- Monitor task assignments with internal and external project team members on an ongoing basis
- Negotiate with internal and external partners to ensure Sun Life’s ability to accurately administer the desired Enrolment experience
- Gather accurate and complete client requirements
- Understand customer expectations and plan design, and match these with Sun Life specifications
- Understand the member experience and how plan design and system set up impacts that experience
- Complete member web experience testing to ensure desired experience is achieved
- Monitor live enrolments, lead, manage and resolve issues/escalations
- Complete member data analysis for pre and post enrolment and coordinate updates as required
- Present creative solutions to resolve issues around capability
- Prepare and present Member Enrolment experience to client, as required
- Act as subject matter expert for Enrolment in various projects and initiatives