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A1. Complete processing of all group life renewal & reinstatement transactions meeting 99% accuracy and 98% turn-around time.

Goal Description: Checks accuracy and completeness of all policy digest and renewal confirmations received from intermediary. Processes member and policy level adjustment reports pertinent to the billing. Generates & releases billing details & statement to client and intermediary. Processes applicable transactions in the billing checklist. Coordinates amendments, disbursements, collections, underwriting cases, policy terminations to assigned party using Sharepoint. Updates all changes in Bill Log and Dashboard with 100% accuracy. Responds to inquiries related to the billing. Conducts Benefit Orientation to all our Group Life clients.

A2. Completes rate review process and transactions based on standard procedures and service level agreements for renewing accounts.

Goal Description:

• Completes rate review process 60 days before policy anniversary for direct & agency accounts while 90 days for broker accounts for renewing account. This also includes rate review on Reinstatement and Policy enhancements.
• Prepares and releases renewal notice &/or proposals to client and copy furnished intermediary.
• Obtains and documents renewal status feedback 45 days before the policy anniversary and acceptance of offer.

A3. Provides recommendation on policy-level changes and special administration arrangements within an agreed timeline.

Goal Description: Conducts initial review and assessment of the requirement. Provides preliminary inputs and/or recommendation. Coordinates requirements/feedback to intermediary and/or client. Coordinates amendments, action plans to assigned parties using Sharepoint.

A4. Attends and provides prompt response to phone and email inquiries of clients and intermediaries within the timeline indicated below. Immediately escalates cases which are beyond the authority.

Goal Description:

• Answers simple within first contact resolution; moderate within 2 days and escalates complex cases.
• Updates clients and intermediaries on resolutions for escalated cases.
• Acknowledges emails within 1 day from receipt and provides reply within 2 days and escalates complex cases.
• Respond to or facilitate response to internal and external customer concerns and requests. Acknowledge customer communication within 24 hours and ensure action is taken toward resolution within a maximum of five (5) days from time of acknowledgement.

• Enhance understanding on group contract provisions.
• Manage client expectations and address concerns promptly and in a professional manner.
• Take ownership for consistently meeting goals within relevant time frames.

C1. Attend technical training of Group Administration Associates on major aspects of Group operations.

Support team in work planning, attend Daily Huddle, attend learning sessions and other technical trainings. Ensure compliance of Sun Life's business procedures and guidelines.

C2. Attend seminars offered by HR with focus on enhancing core competencies and client servicing.

C3. Enroll in Loma Examinations.

C4. Participate in Rewards & Recognition and Stress Busting activities.

Job Category: Customer Service / Operations

Posting End Date: 30/10/2025