GRS Client Care Representative I

sunlife; Philippines; On-site; PHP 357,000 - 469,000; Full time

Job summary

Sun Life Financial is seeking a Call Centre professional to provide outstanding inbound customer service, addressing inquiries about products, policies and claims. You will resolve issues on the first contact while ensuring adherence to Sun Life's procedures.

We value clear communication, active listening, and teamwork to support clients and educate them on benefits, with emphasis on service quality and collaboration with on-shore partners.

Qualifications

• Clear and effective communication with customers.
• Excellent command of spoken and written English.
• Ability to listen actively and respond with empathy.
• Strong problem-solving with step-by-step resolution.

Responsibilities

• Interact with customers via inbound calls, delivering world-class service.
• Explain Sun Life products, policies and claims clearly.
• Identify opportunities to provide additional Sun Life information.
• Collaborate with teammates and on-shore partners to resolve queries.

Skills

Communication Skills

Fluent English

Verbal & Written Communication

Active Listening

Problem Solving

Multi-tasking

Team Collaboration

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.

At Sun Life, we're driven by our Purpose: helping our Clients achieve lifetime financial security and live healthier lives. Our values shape how we work: caring, authentic, bold, inspiring, and impactful.

When you join Sun Life, you'll work with passionate colleagues and empowering leaders who support your growth and celebrate your contributions, so you can make a meaningful difference in our Clients' lives.

Discover how you can make a difference in the lives of individuals, families and communities around the world.

Job Description:

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 client's 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

Operational Excellence - Sales to Solutions Management

Ensure we educate the clients on maximizing their benefits based on the plans that they have

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.

COMPETENCIES REQUIRED

• Communication Skills
• Fluency in English speaking and writing
• Strong and effective verbal and written communication skills.
• Good listening skills
• Problem Solving:
• 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

Core Competencies:

• 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 SLF business

Job Category: Call Centre

Posting End Date: 04/10/2026