Associate at Sun Life

, , Philippines -

Full Time

Start Date

Immediate

Expiry Date

01 Jan, 26

Salary

0.0

Posted On

03 Oct, 25

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Client-oriented, Patient, Multi-tasking, Quick Learner, Stress-tolerant, Oral Communication, Written Communication, Interpersonal Skills, Typing Speed, Business Practices, SalesForce CRM, MS Office, Collaboration, Accountability, Client Focus, Adaptability

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: Client Service Associate (CSA) for Inbound & Outbound Calls Work Schedule: Monday – Friday; from 8 pm to 5 pm Overview The CSA will primarily be responsible for responding to all types of inbound calls timely, accurately, professionally and courteously using the prescribed scripts and various Client Care systems. Work duties and responsibilities 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 Skills & Knowledge Required: 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 Core Professional/Technical Competencies Required: 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). Job Category: Call Centre 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 Client Service Associate (CSA) is responsible for responding to inbound calls and providing excellent front-line service. The role also includes processing requests, logging calls in SalesForce, and conducting outbound calls for follow-ups.