Client Care Representative - US Member Services

Sun Life; Taguig; On-site; PHP 279,000 - 390,600; Full time

Job summary

Sun Life in Taguig is hiring a US Member Support Representative to handle member inquiries and assist with group benefits plans. The role requires proficiency in English, strong multitasking skills, and at least 1 year of inbound call center experience. Successful candidates will demonstrate customer-centric skills and be available for night shifts. Join a dynamic team and help make a difference in the lives of clients by providing exceptional service.

Qualifications

• Minimum call center experience of 1 year (inbound).
• Writing speed of 25 words per minute with an accuracy of 95%.
• Ability to handle 3 concurrent chats with customers.

Responsibilities

• Support and take ownership of member inquiries through calls.
• Efficiently assist members in the claims process.
• Commit to scheduled adherence and quality expectations.

Skills

Fluency in English

Customer-centric approach

Multitasking

Strong verbal communication

Attention to detail

Ability to handle stress

Problem-solving

Education

Completed at least 2 years in college

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.

Responsibilities

• 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

• Completed at least 2 years in college.
• 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.