Individual Customer Service Co-Ordinator

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:

Job Summary

As a crucial member of our Contact Centre team, you will serve as the primary point of contact for Sun Life U.S. clients, including individuals, beneficiaries, and brokers. You will manage diverse inquiries regarding policy values, product features, status updates, and form requests through comprehensive phone-based support. This role is well-suited for professionals who thrive in dynamic, team-oriented environments and demonstrate a strong commitment to maintaining high performance standards.

Main Accountabilities

• Deliver exceptional client service for Whole Life, Term Life, and Universal Life Insurance products, addressing inquiries professionally and efficiently.
• Assist clients in completing necessary policy-related forms.
• Must demonstrate active listening skills providing empathy and compassion where applicable
• Always maintain a high level of security awareness ensuring our Clients' information is protected
• Handle ad-hoc requests requiring research on policy details, coverage options, or other relevant information.
• Process phone inquiries and requests for illustrations, policy values, forms, and histories.
• Utilize internal Knowledge Base articles for product information.
• Explain policy summaries, billing notices, annual reports, and other documentation clearly to clients.
• Collaborate with the IFM Client Services team and other business units to achieve departmental goals.
• Participate in team meetings and continuous improvement initiatives.
• Adapt to both remote and in-office work environments.
• Meet defined service level agreements (SLAs) and key performance indicators (KPIs) while maintaining productivity and quality standards.
• Demonstrate strong multitasking, prioritization, and attention to detail skills.
• Adhere to relevant policies, procedures, and regulatory requirements.
• Proactively address client concerns and escalate issues when necessary.
• Participate in training programs, workshops, and town halls to enhance skills and knowledge.
• Share expertise and learnings with the team to contribute to overall development.

Key Competencies

• Time management and prioritization

• Customer service orientation

• Adaptability and flexibility

• Attention to detail

• Teamwork and collaboration

• Results-driven mindset

Qualifications and Experience

• 1-2 years of customer service experience
• Degree or equivalent experience preferred (not mandatory)
• Familiarity with insurance products is advantageous Key Skills and Attributes:
• Exceptional customer service skills with the ability to multitask efficiently in a fast-paced environment
• Excellent interpersonal skills and strong written and verbal communication abilities
• Professional and empathetic telephone manner, with strong problem-solving capabilities
• Proficient computer skills
• Team-oriented with a commitment to punctuality and adherence to schedules
• Superior organizational and prioritization abilities
• Excellent research and follow-up skills

Job Category:

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