Bilingual Document Specialist

Join our Group Benefits Administration team as a Bilingual Document Specialist where you’ll play a critical role in delivering exceptional customer experiences 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.

• 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
• Interpret plan design details and seek clarification to ensure correct outcome
• Understand and analyze customer needs to recommend system setup that supports those needs
• Partner with Service Representatives, Implementation Specialists and Advisors to clarify plan design so that documents output is efficient and accurately reflects 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 customers’ business needs
• Participate in projects, as needed

• Bilingualism (French, English) is required for frequent interactions with English and French‑speaking colleagues or internal partners across Canada and worldwide
• 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 toward 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

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

• Hybrid organization – choose where you work, at home or in the office
• Opportunity to move along a variety of career paths with amazing networking potential
• Flexible benefits from day one to meet the needs of you and your family
• Inclusive and respectful environment; goal to help employees reach their full potential
• Recognized as a 2024 Best Workplace in Canada by Great Place to Work® Canada
• Honored by Excellence Canada with the Canada Order of Excellence for Mental Health at Work®

Salary Range: 49,000 – 77,000 CAD

Posting End Date: 09/01/2026

Job Category: Customer Service / Operations

Seniority level: Not Applicable

Employment type: Full‑time

Job function: Administrative

Industries: Financial Services and Insurance

Diversity and inclusion are core values at Sun Life. 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

We may use artificial intelligence to support candidate sourcing, screening, interview scheduling.

We thank all applicants for showing an interest in this position. Only those selected for an interview will be contacted.