Sun Life Financial

Across Canada

Bilingual Payout Annuity Customer Service Representative

Waterloo, Ontario
Entry Level

Role Summary:

The role of Payout Annuity New Business Customer Service Representative offers an exciting opportunity to provide service to advisors

and customers by the daily processing and administration of transactions related to our Payout Annuity products. You will maintain both new and existing business for the sales force and broker business. At times, you will be required to handle delicate situations involving our customers and advisors. You will be expected to provide same day service on administrative functions while maintaining a high level of accuracy and professionalism and will be expected to provide excellent customer service on inbound calls from our (CSF and Third Party) advisors, as well as our distribution partners.

Main Accountabilities:

  • Work with advisors, brokers and clients to provide service from pre-sale to issue
  • Daily processing of transactions related to our products
  • Respond pro-actively to inquiries or concerns from advisors, clients and distribution partners
  • Develop and maintain good client and internal relationships while ensuring confidentiality
  • Review documents to ensure data is correct and within specified terms and obtaining and verifying missing or incomplete data
  • Provide phone support (8-4, 10-6) on a rotational basis

Must Have:

  • Bilingual (French and English)
  • Strong written and verbal skills
  • Excellent customer service and interpersonal skills
  • A high attention to detail and accuracy
  • Proven ability to work well in a multi-tasked environment
  • Computer Savvy
  • Solid organizational abilities (ability to prioritize work and handle a variety of responsibilities daily)
  • Display professionalism at all times
  • Ability to identify the question and relay accurate information about our contractual and administrative processes in a clear and understandable format
  • Problem solving and good judgement
  • Strong mathematical skills
  • Ability to work and contribute in a team environment
  • Ability to work overtime as needed


  • Experience with Payout Annuities
  • Previous customer service or call centre experience
  • Previous banking experience
  • Previous experience with current Sunlife/programs (i.e. Customer Service Workbench,
  • Lotus Notes, Excel, Word, Valet, LA, Ingenium, PRISM and PAQMAN systems)

Notes/Unique Requirements:

  • Candidates will be required to complete a basic Math, French and Customer Service test
  • Overtime is required as dictated by volume of work
  • Successful candidates will be required to take the Life Office Management Association (LOMA) 280 - Principles of Insurance within one year of their start date

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

How to Apply