Associate 2 (Group Administration) at Sun Life

, , Philippines -

Full Time

Start Date

Immediate

Expiry Date

28 Dec, 25

Salary

0.0

Posted On

29 Sep, 25

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Billing, Client Service, Policy Administration, Data Accuracy, Communication, Problem Solving, Team Collaboration, Time Management, Technical Training, Customer Support, Rate Review, Documentation, Sharepoint, Benefit Orientation, Renewal Process, Amendments Coordination

Industry

Financial Services

Description

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: Group Administration Associate (Biller) Business Goals A1. Complete processing of all group life renewal & reinstatement transactions meeting 99% accuracy and 98% turn-around time. Goal Description: Checks accuracy and completeness of all policy digest and renewal confirmations received from intermediary. Processes member and policy level adjustment reports pertinent to the billing. Generates & releases billing details & statement to client and intermediary. Processes applicable transactions in the billing checklist. Coordinates amendments, disbursements, collections, underwriting cases, policy terminations to assigned party using Sharepoint. Updates all changes in Bill Log and Dashboard with 100% accuracy. Responds to inquiries related to the billing. Conducts Benefit Orientation to all our Group Life clients. A2. Completes rate review process and transactions based on standard procedures and service level agreements for renewing accounts. Goal Description: a) Completes rate review process 60 days before policy anniversary for direct & agency accounts while 90 days for broker accounts for renewing account. This also includes rate review on Reinstatement and Policy enhancements. b) Prepares and releases renewal notice &/or proposals to client and copy furnished intermediary. c) Obtains and documents renewal status feedback 45 days before the policy anniversary and acceptance of offer. A3. Provides recommendation on policy-level changes and special administration arrangements within an agreed timeline. Goal Description: Conducts initial review and assessment of the requirement. Provides preliminary inputs and/or recommendation. Coordinates requirements/feedback to intermediary and/or client. Coordinates amendments, action plans to assigned parties using Sharepoint. A4. Attends and provides prompt response to phone and email inquiries of clients and intermediaries within the timeline indicated below. Immediately escalates cases which are beyond the authority. Goal Description: a) Answers simple within first contact resolution; moderate within 2 days and escalates complex cases. b) Updates clients and intermediaries on resolutions for escalated cases. c) Acknowledges emails within 1 day from receipt and provides reply within 2 days and escalates complex cases. d) Respond to or facilitate response to internal and external customer concerns and requests. Acknowledge customer communication within 24 hours and ensure action is taken toward resolution within a maximum of five (5) days from time of acknowledgement. People Goals 1. Enhance understanding on group contract provisions. 2. Manage client expectations and address concerns promptly and in a professional manner. 3. Take ownership for consistently meeting goals within relevant time frames. Career and Developmental Goals C1. Attend technical training of Group Administration Associates on major aspects of Group operations. Support team in work planning, attend Daily Huddle, attend learning sessions and other technical trainings. Ensure compliance of Sun Life's business procedures and guidelines. C2. Attend seminars offered by HR with focus on enhancing core competencies and client servicing. C3. Enroll in Loma Examinations. C4. Participate in Rewards & Recognition and Stress Busting activities. Job Category: Customer Service / Operations Posting End Date: 30/10/2025 Shine together At Sun Life, you can be your most brilliant self. Our supportive, flexible, and inclusive work environment is one where you – and your career – can thrive. Whatever your aspirations, collaborative leaders and colleagues are ready to help you learn, grow, and succeed. Make life brighter We’re a global company with a passion for people. Our purpose is to help Clients achieve lifetime financial security and live healthier lives. As a team of 30,000 across 26 countries, our impact is far-reaching, and locally relevant There’s power in numbers. As part of Sun Life’s growing team, you have an impact on people in your community and around the world. Shape the future With an optimistic eye on a brighter future, we drive to innovate. Be part of leading change, push boundaries and try new ways of working. Use data to drive bold actions. Be agile and pivot as we test and learn. At Sun Life, we’re driving transformation, sustainability and innovation for our Clients, employees, partners, and communities. Join us. Together, we can make the future brighter. Join a top employer for a brighter future. Visit Sun Life Careers

Responsibilities

The Associate 2 (Group Administration) is responsible for processing group life renewal and reinstatement transactions with high accuracy and turnaround time. They also handle client inquiries, conduct benefit orientations, and provide recommendations on policy-level changes.