Client Care Representative - US Member Services

Sun Life Financial; Philippines; On-site; PHP 335,000 - 469,000; Full time

Job summary

Sun Life Financial in the Philippines seeks a US Member Support Representative to handle member inquiries via inbound calls and occasional follow-up. The role emphasizes empathy, clear communication, and accurate documentation while promoting Sun Life products and services.

Candidates should be college graduates with solid English skills and call center experience. You will work in a dynamic team, adapt to changing client needs, and contribute to a positive service environment.

Qualifications

• College graduate.
• 1 year minimum inbound call center experience; total 5–6 years advised.
• Strong English writing and speaking skills.
• Ability to handle 3 concurrent chats with customers.
• Excellent written communication and documentation.
• Customer-centric approach and problem solving.

Responsibilities

• Handle member inquiries via inbound calls.
• Research and outbound follow-up as needed.
• Listen effectively and determine best action for members.
• Assist members empathetically through the claims process.

Skills

Inbound calls

English fluency

Empathy

Communication

Problem solving

Team player

Attention to detail

Education

College degree

Tools

Windows

Keyboarding

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:

As a US Member Support Representative, you will be responsible for handling member inquiries and requests through inbound telephone calls. Some inquiries may require research and outbound follow-up. Some inquiries will involve aspects of their group benefits plan like their eligibility, coverage and claims.

• Support and take ownership of member inquiries and requests through inbound telephone calls.
• Some inquiries may require research and outbound follow-up.
• Effectively listen to members and determine the best course of action.
• Empathetically assist the member through the claims process.
• Achieve productivity, scheduled adherence and quality assurance expectations
• Commit to a scheduled environment
• Must be available to work overtime during the peak periods
• Must be able to work during standard hours of operation…. working night shifts
• Will contribute to maintain a positive, friendly and motivated environment within the team while adapting to our changing business needs

QUALIFICATIONS and COMPETENCIES REQUIRED:

• College graduate
• Maximum overall experience is 5-6 years
• Minimum call center experience is of 1 year (inbound)
• Maximum call center experience of 4 years
• Fluency in English speaking and writing
• Ability to handle 3 concurrent chats with customers
• Very good written communication skills
• Writing speed of 25 words per minute with an accuracy of 95%
• Ability to effectively promote Sun Life products and services
• Have a Customer Centric approach
• Ability to discover, analyze and solve problems
• Ability to demonstrate empathy, self-awareness and emotional control
• Good listening skills
• Ability to approach situations with a positive attitude
• Ability to value open and honest feedback
• Ability to be a strong team player
• Ability to translate frequent results coaching into continuous improvement
• Ability to multitask proficiently in a fast paced, performance driven environment
• Ability to deliver superior customer service skills that consistently demonstrate professionalism
• Ability to adapt quickly and comfortably to change
• Ability to handle stress in a high pressure environment
• Attention to detail with strong documentation and follow up skill
• Strong and effective verbal and written communication skills
• Proficient Windows knowledge
• Proficient keyboarding skills

We are an equal opportunity employer and welcome applications from Persons with Disabilities.

Job Category: Call Centre Posting End Date: Shine together

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.

Join us. Together, we can make the future brighter. Join a top employer for a brighter future.