Installation Specialist, Group Benefits – Document Creation & Support

About

The Installation Specialist, Group Benefits – Document Creation & Support is responsible for drafting, maintaining, and optimizing client-facing and internal documents that support Group Benefits products and operations. This role ensures accuracy, compliance, and consistency across plan documents, contracts, booklets, agreements, benefits at a glance and operational templates. The specialist partners with product, underwriting, legal/compliance, operations, Regional Group Offices, and client service teams to deliver timely, high-quality documentation aligned with brand, regulatory, and client requirements.

Key takeaway: This role ensures the accuracy, compliance, and clarity of all Group Benefits documentation, enabling a seamless client and member experience while supporting operational efficiency and risk management.

Responsibilities

• Document Development: Create, edit, and maintain Group Benefits documents using established templates and style guides.
• Template & Content Governance: Own and improve document templates and content libraries; manage version control; enforce naming conventions, metadata, and archival practices.
• Regulatory & Compliance Alignment: Collaborate with Legal/Compliance to incorporate regulatory updates (e.g., legislative updates) and product changes; ensure disclosures and definitions are correct.
• Cross-Functional Collaboration: Partner with Product, Underwriting, Group Sales Offices, and Operations to gather inputs, validate plan provisions, and align documents to sold case requirements and operational processes.
• Quality Assurance: Perform detailed reviews for accuracy, completeness, readability, and brand consistency; run checklists; conduct peer reviews and redline management.
• Workflow & Timelines: Support leader in document production schedules for new business, amendments, and plan changes; prioritize requests and meet service level agreements (SLAs).
• Process Improvement: Identify opportunities to streamline document creation and approval workflows; recommend automation, standardization, and content re-use.
• Stakeholder Support: Provide guidance to internal teams on document usage, intent, and language; train users on templates, style guides, and best practices.
• Digital Enablement: Support publishing to portals and digital channels; ensure accessibility (WCAG and AODA), mobile readability, and PDF standards.
• Data Integrity: Validate benefit provisions, eligibility rules, and plan parameters pulled from admin systems; reconcile discrepancies with underwriting and operations.
• Metrics & Reporting: Finding trends in errors and rework to enhance training opportunities for the team; contribute to KPIs.

Qualifications

• Bachelor’s degree in Communications, English, Technical Writing, Business, or related field; equivalent experience considered.
• 3–5+ years of document creation, technical writing, or contract drafting experience, ideally in Group Benefits or insurance/financial services.
• Strong understanding of Group Benefits products (e.g., Life, AD&D, Disability, Dental, Vision, Health, Critical Illness, Supplemental/Voluntary benefits) and plan provisions.
• Proficiency with document tools (Microsoft 365, SharePoint, Adobe Acrobat, PDF standards), content management systems, and redlining tools.
• Experience with workflow tools; comfort working with SLAs and deadlines.
• Knowledge of accessibility standards (WCAG) and brand/style guidelines.

Preferred Qualifications

• Exceptional writing, editing skills, with keen attention to detail.
• Strong collaboration, stakeholder management, and communication skills.
• Ability to interpret underwriting documents, plan designs, and operational requirements.
• Experience in benefits administration platforms and policy admin systems.
• Exposure to digital content publishing, or knowledge management.
• Understanding of bilingual documentation (e.g., English/French) and localization.
• Familiarity with automation (document assembly tools, mail merge, conditional logic).
• Knowledge of Hot Docs Developer; experience with CLM systems (e.g., Contract Express, IBM Atlas) and legacy policy administration platforms.
• Able to work with rules-based document automation…