Client Experience & Support Specialist

Hammerjack Pty Ltd; Taguig; On-site; PHP 300,000 - 420,000; Full time

Job summary

Sun Life Financial Philippines seeks a Customer Service / Operations professional to manage end-to-end client support services, ensuring requests are prioritized and completed within established service standards for SLOCPI, SLFPI, SLAMC, and SLGFI. You will perform case assessment, coordinate with stakeholders to resolve servicing concerns, conduct quality checks, prepare policy summaries, and monitor activities to meet prescribed timelines.

Posting End Date: 29/11/2026.

Responsibilities

• Manages the end-to-end service delivery of assigned Client Support Services activities, ensuring that requests are appropriately prioritized, monitored, and completed within established service standards for SLOCPI, SLFPI, SLAMC, and SLGFI.
• Performs case assessment and service validation to determine the appropriate action, requirements, and routing of servicing-related requests, ensuring alignment with established business rules and operational guidelines.
• Coordinates with relevant business units and stakeholders to facilitate resolution of servicing concerns, including matters involving advisor assignment, servicing changes, and related compensation or service fee considerations.
• Conducts quality and completeness checks on service requests and supporting documentation prior to finalization, helping minimize processing errors, rework, and service exceptions.
• Policy summary preparation and letter releasing to clients.
• Monitors system-generated activities and service requests and ensures that required actions, updates, and closures are completed accurately and within the prescribed timeline.
• Performs other operational and project-based assignments that support the objectives of Client Support Services and address evolving business requirements.

Job description

Sun Life Financial Philippines seeks a Customer Service / Operations professional to manage end-to-end client support services, ensuring requests are prioritized and completed within established service standards for SLOCPI, SLFPI, SLAMC, and SLGFI. You will perform case assessment, coordinate with stakeholders to resolve servicing concerns, conduct quality checks, prepare policy summaries, and monitor activities to meet prescribed timelines.

Posting End Date: 29/11/2026.