Client Care Representative - Group Retirement Services

Sunlife Solar; Taguig; On-site; PHP 290,000 - 402,000; Full time

Job summary

Sun Life Global Solutions in the Philippines seeks a dedicated Call Center professional to support the Client Care Centre. You will handle inbound inquiries, deliver world-class service, and explain Sun Life products and policies clearly.

The role requires a Bachelor's degree and at least one year of BPO experience. You will work with a collaborative team, stay accountable, and help clients by providing accurate information and timely resolutions.

Qualifications

• Bachelor's degree graduate
• At least 1 year of BPO experience with inbound accounts
• Strong verbal and written communication skills
• Good listening skills
• Problem solving: detect, define, apply solution
• Multi-tasking using tools to drive call resolution
• Collaborates effectively with on-shore partners
• Communicates confidently to all levels
• Focuses on customer needs and fair treatment
• Takes accountability and meets objectives
• Understands our business – Sun Life Financial fundamentals

Responsibilities

• Handle inbound calls with world-class service.
• Provide information on Sun Life products and services.
• Proactively share additional product information.
• Work with team to improve quality and efficiency.
• Ensure clients are educated on Sun Life products when appropriate.
• Comply with internal policies and guidelines.

Skills

Verbal communication

Written communication

Problem solving

Customer service

Team collaboration

Active listening

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