As a member of our dynamic team, this role is accountable for providing outstanding customer service and support by resolving telephone inquiries in our in-bound Client Solutions Centre. In doing so, you will enhance customer, client and agent relationships and contribute to building customer loyalty through the delivery of accurate and timely information. To assist you in providing this service, you will be responsible for navigating our computer systems to track calls, gathering information, and effectively resolving the issues or queries which caused the customer to contact us.
Effectively manage a variety of group life insurance telephone calls inquiries
Assess customer needs and address issues in a timely manner (including appropriate customer follow up) meeting monitored productivity and quality objectives
Use on-line systems to gather information required and resolve issues
Track and monitor customer issues using on-line systems
Provide superior customer service by anticipating customer needs through the use of strong communication techniques
Effectively manage your daily work schedule
Communicate daily with agents, clients, and other staff
Develop and maintain good client relationships while ensuring confidentiality
Review documents to ensure data is correct and within specified terms and obtaining and verifying missing or incomplete data
Maintain relevant and current knowledge of Sun Life and industry products and policiesCompetencies:
Superior customer service skills that consistently demonstrate professionalism
Attention to detail with strong documentation and follow up skills
Ability to multitask proficiently in a fast paced, performance driven environment
Ability to adapt quickly and comfortably to change
Ability to handle stress in a high pressure environment
Ability to translate frequent results coaching into continuous performance improvement
Analytical thinker with proven problem solving skills
Strong and effective verbal and written communication skills
Proficient Windows knowledge
Proficient keyboarding skills
Strong team player
Previous client service experience
Professional telephone etiquette Assets:
Knowledge of Medical, Dental, or Disability Group Insurance products
Commitment to a scheduled environment.
Currently recruiting for Full Time shifts.
Must be available to work all shifts between 8:30am - 5:00pm. Sun Life Financial promotes equal opportunity employment.
We thank all applicants for showing an interest in this position. Only those selected for an interview will be contacted.