Client Care Representative - Group Retirement Services

Sun Life Financial; Philippines; On-site; PHP 223,000 - 391,000; Full time

Job summary

Sun Life Financial Philippines is seeking a diligent Call Center professional to handle inbound inquiries from clients regarding our products, services and claims. You will provide courteous, accurate information and guide customers through resolution with a focus on satisfaction.

The role requires strong communication skills, problem-solving ability, and the capacity to juggle multiple tools while maintaining quality.

Qualifications

• Bachelor's degree required.
• Strong verbal and written communication skills.
• Ability to multitask and handle multiple systems at once.
• Commitment to delivering outstanding customer service.

Responsibilities

• Handle inbound calls and assist clients with inquiries about Sun Life Financial products and services.
• Provide world-class customer service in a professional and courteous manner.
• Educate clients on Sun Life Financial products and services as appropriate.

Skills

Verbal communication

Written communication

Problem solving

Multitasking

Customer focus

Accountability

Team collaboration

Education

Bachelor's degree

Job description

You are as unique as your background, experience and point of view. Here, you'll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. Discover how you can make a difference in the lives of individuals, families and communities around the world.

Job Description:

Sun Life Global Solutions is an off-shore based contact centre, established to assist the on-shore Client Care Centre of Sun Life Assurance of Canada in their operations, mainly in handling inquiries either through telephone and/or chat for Group Benefit and Individual lines of business. Group Retirement Services (GRS) is the leading provider of Defined Contribution plans in Canada serving over 1 million plan members. It offers a wide range of products and services to meet the unique needs of SLF plan sponsors and plan members. The CCR provides consistent quality customer service experience for GOVT and/ or GB/ GRS clients who contact the Client Contact Centre. The CCR reports to the GRS Team Leader.

RESPONSIBILITIES:

Operational Excellence - Call Management Interact and manage received calls effectively and professionally by providing the customers with outstanding customer service experience through the following: Provide a "World Class Call" customer service in assisting clients with their inquiries about our products, services, policies and claims (inbound calls). Solve clients' inquiries in a friendly and professional way from the very first call while adhering to Sun Life's policies and procedures. Seek opportunities to proactively provide clients with additional information on Sun Life Financial products & services available to them. Be measured against quality, efficiency and effectiveness measures to help you continuously improve. Work collaboratively as a team to learn, improve and grow. Ensure that clients are educated of Sun Life Financial products whenever necessary or when there are opportunities. Teamwork, Collaboration, and Engagement Commit to work efficiently, cooperatively, and consistently with other team members, colleagues and/or superiors through various projects, learning and development, skills assessment, and/or process improvement. Ensure to comply with the company’s internal and operations policies and guidelines.

QUALIFICATIONS and COMPETENCIES REQUIRED:

Bachelor's degree graduate. Must have at least 1 year of BPO experience with a strong background in handling complex inbound account/s. Strong and effective verbal and written communication skills. Good listening skills. Effective problem solving skills: Detect and recognize that there is a problem. Identify the nature of the problem. Define the problem. Apply and advise the appropriate solution. Multi-tasking in usage of tools and other resources to drive call resolution. Effectively collaborate with on-shore partners. Collaborates effectively - partners to deliver on team and organization goals. Communicates confidently - Shares relevant information in a direct, compelling and transparent fashion. This is in horizontal and vertical structure. Focuses on the customer - Builds relationships with customers by understanding and responding to their needs and ensuring fair treatment. Takes accountability - Sets and achieves stretch objectives. Understands our business - Knows the fundamentals of the Sun Life Financial business. We are an equal opportunity employer and welcome applications from Persons with Disabilities.

Job Category:

Call Centre Posting End Date: Shine together

At Sun Life, you can be your most brilliant self. Our supportive, flexible, and inclusive work environment is one where you - and your career - can thrive. Whatever your aspirations, collaborative leaders and colleagues are ready to help you learn, grow, and succeed. Make life brighter. We're a global company with a passion for people. Our purpose is to help Clients achieve lifetime financial security and live healthier lives. As a team of 30,000 across 26 countries, our impact is far-reaching, and locally relevant. There's power in numbers. As part of Sun Life's growing team, you have an impact on people in your community and around the world. Shape the future. With an optimistic eye on a brighter future, we drive to innovate. Be part of leading change, push boundaries and try new ways of working. Use data to drive bold actions. Be agile and pivot as we test and learn. At Sun Life, we're driving transformation, sustainability and innovation for our Clients, employees, partners, and communities.