Client Care Representative - Group Retirement Services

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:

Sun Life Global Solutions is an off-shore based contact centre, established to assist the on-shore Client Care Centre of Sun Life Assurance of Canada in their operations, mainly in handling inquiries either through telephone and/or chat for Group Benefit and Individual lines of business.

Group Retirement Services (GRS) is the leading provider of Defined Contribution plans in Canada serving over 1 million plan members. It offers a wide range of products and services to meet the unique needs of SLF plan sponsors and plan members.

The CCR provides consistent quality customer service experience for GOVT and/ or GB/ GRS clients who contact the Client Contact Centre.

The CCR reports to the GRS Team Leader.

RESPONSIBILITIES:

• 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 clients’ 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
• Ensure that clients are educated of Sun Life Financial products whenever necessary or when there are opportunities.
• 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.

QUALIFICATIONS and COMPETENCIES REQUIRED:

• Bachelor’s degree graduate
• Must have at least 1 year of BPO experience with a strong background in handling complex inbound account/s
• Strong and effective verbal and written communication skills
• Good listening skills
• Effective problem solving skills:
  • 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
• 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 Sun Life Financial business

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

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