Associate 2 (Client Care)

• Answers all types of telephone inquiries in a timely, accurate and courteous manner and ensures service levels are met;
• Processes address change, updates contact information and card approvals with 100% accuracy and within agreed TAT;
• Facilitates various requests/computations and ensures resolution of their complaints. Escalates as appropriate complaints beyond scope;
• Provides excellent “front-line” service consistently over the telephone;
• Logs all calls or updates call logs in the SalesForce CRM system accurately, completely, concisely within 24 hours and immediately refers cases or requests beyond scope to the appropriate section/staff
• Monitors and follows through unresolved/ open referred Salesforce CRM cases/requests; coordinates with back-end support units all requests until SR is resolved;
• Prepares and issues various written correspondence and facilitates clients’ requests for computation using specified worksheets;
• Sends required number of Client Feedback Surveys;
• Reports outliers encountered, captures and reports frontline inputs and conserves policies/plans/ accounts;
• Attends meetings, daily huddles if any and completes all computer-based trainings as required; and
• Prepares daily/weekly reports (as required) accurately based on agreed turnaround time.
• The CSA may also be required to do outbound calls to follow through unresolved/open cases or to assist in conducting compliance required outbound calls (Welcome Call) timely, accurately, professionally and courteously using the prescribed scripts and various Client Care systems.
• Conducts outbound calls to clients included in the Welcome Call list monthly in an accurate, professional, timely and polite manner using the prescribed scripts of Client Care;
• Handles simple and general inquiries in a timely, professional, accurate and courteous manner as well as adheres to required scripts;
• Refers request beyond scope and/or escalate as appropriate clients’ complaints if any, to his/her Team Lead;
• Collaborates well with Client Care Staff;
• Logs successful calls in SalesForce within the call date and immediately refers requests beyond scope for callback to Team Lead;
• monitors and closes all open SRs within TAT.
• Prepares required reports with 99.50% accuracy within turnaround time and frequency.
• Attends meetings, daily huddles if any and completes all computer-based trainings as required.
• Provides excellent “front-line” service over the telephone at all times

• Education : Must have a Bachelor’s degree of at least a four year course Experience:
• With at least 1 year experience in any front-line function and/or BPO Call Center experience

• Client-oriented and very patient Can multi-task;
• quick learner and highly stress-tolerant
• Possesses good oral and written communication and interpersonal skills;
• with a typing speed of at least 50 wpm
• Knowledge of existing business practices and workflows, understands INGENIUM, PRISM, TAPS, WMS, IPAC, SalesForce CRM, LGS, etc. is preferred Highly proficient in the use of MS Office and Windows applications and highly adaptable to change
• Collaborates Effectively - partners to deliver on team and organizations goals
• Communicates Confidently - shares relevant information in a direct, compelling and transparent fashion
• Focuses on the Client - builds relationships with clients 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 (e.g. life, health and wealth).

Sun Life Financial