Client Services Coordinator

Job Summary

We are thrilled to announce exciting full-time opportunities for Client Service Coordinators in our Individual Life Contact Center. As a vital member of our team, you'll be at the forefront of Client interaction, handling inbound calls from Sun Life U.S. clients on a rotating shift schedule. In this role, you'll be the go-to resource for individuals, beneficiaries, and brokers, addressing a wide range of inquiries. From policy values and product features to policy status updates and form requests, you'll provide comprehensive support with expertise and care. Beyond just answering calls, you'll deliver an exceptional Client experience by efficiently processing and dispatching documentation stemming from client interactions. This position is ideal for those who thrive in a dynamic, team-oriented environment and are passionate about maintaining high performance standards. If you're ready to embark on a challenging yet rewarding career where your skills make a real difference in people's lives, we invite you to join our dedicated team at Sun Life U.S.

Job Responsibilities

• Provide exceptional client service to clients calling about Whole Life, Term Life, and Universal Life Insurance products. Address their inquiries and concerns in a timely and professional manner, while understanding Client needs and requirements.
• Provide comprehensive support to clients by assisting them in completing 34 separate policy forms. This includes guiding them through the form-filling process and ensuring all required information is accurately provided.
• Handle ad-hoc requests that may require research. This could involve investigating specific policy details, exploring coverage options, or gathering relevant information to address the client's needs
• Respond to phone inquiries and set up requests for illustrations, policy values, forms, and policy histories across our Whole Life, Term Life, and Universal Life insurance products.
• It is crucial that you refer to our internal Knowledge Base articles, which include reviewing articles for Whole Life, Term Life, and Universal Life Insurance products. You can review the relevant information by searching for a few key words, like browsing the internet, to find an accurate solution to our client's query.
• Provide clear and concise explanations to our clients about their policy summaries, billing notices, annual reports, and various other documentation.
• Coordinate with teams, such as Claims, Disbursements, Client Record Maintenance & Policy Admin.
• Participate in team meetings and contribute to Continuous improvement initiatives.
• Ability to seamlessly transition between remote and in-office work environments.
• You will need to meet defined service level agreements (SLAs) or key performance indicators (KPIs) all while achieving productivity targets and quality standards.
• Ability to multitask and prioritize workloads while having good Attention to detail and accuracy.
• Ensure adherence to relevant policies, procedures, and regulatory requirements in all client-related activities.
• Proactively assess and address Client concerns and raise escalations when necessary.
• Participate in training programs, workshops, and town halls to enhance your skills and knowledge.
• Share your expertise and learnings with the team, contributing to the overall development of the client services function.

Qualifications & Requirements

• 1-2 years of customer service experience
• Degree or equivalent experience preferred (not mandatory)
• Familiarity with insurance products is advantageous
• 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