Job Description

Bilingual Document Specialist

Contract Duration: 6 months

Location: Toronto, Montreal or Waterloo, hybrid role 2 to 3 days on site.

The focus of the Documents team is to provide an excellent client experience through the successful set up of new business documents (e.g., contracts and booklets) and the revision of these documents when needed. This role demands strong technical skills, workflow management ability as well as a passion for both high quality client service and relationship management. Responsibilities:

• Documentation:

o Processing New Business documents and/or revisions of documents per established service standards (to ensure accuracy and adherence to timelines)

o Processing documents using prescribed/department tools and workspaces

o Using Microsoft Word to implement changes and updates to documents

o Ensuring documents include correct spelling/grammar

o Preparing/packaging/publishing completed documents (for delivery to clients)

o Ensuring safeguarding of those documents deemed sensitive in nature

o Assisting in document configuration management

o Maintaining the departmental write-up database/repository

o Assessing and negotiating target deliverable dates to meet client expectations, demonstrating sensitivity to customers\' business needs

• Working with clients and internal partners:

o Responding to inquiries from internal business partners

o Interpreting customers plan design details and seeking clarification, as needed, to ensure the "right" outcome/customer satisfaction

o Understanding and analyzing customer needs to recommend system setup that supports those needs

o Partnering with service representatives, implementation specialists, clients, and advisors to clarify plans design so final output accurately reflects customer expectations

o Managing work priorities in a multifunctional environment

o Investigating and resolving escalated issues or complaints

o Participating in projects, as requested and where possible, to ensure service standards are met

o Supporting departmental initiatives, as required Required Skills:

• Degree or diploma in Communications, Technical Writing, Literature, or a combination of acceptable work experience
• Experience in editing and revising documents
• Experience in formatting documents
• Experience in a service admin role
• Negotiation skills with the ability to work towards acceptable outcomes; offer solutions
• Ability to work under pressure, meet customer needs and adapt to a changing environment.
• Analytical, organized and a self-starter
• Possess high attention to detail
• Ability to multi-task to achieve delivery dates
• Verbal and written skills in French and English

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