Client Care Representative - US Member Services

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:

As a US Member Support Representative, you will be responsible for handling member inquiries and requests through inbound telephone calls. Some inquiries may require research and outbound follow-up. Some inquiries will involve aspects of their group benefits plan like their eligibility, coverage and claims.

RESPONSIBILITIES:

• Support and take ownership of member inquiries and requests through inbound telephone calls. Some inquiries may require research and outbound follow-up.
• Effectively listen to members and determine the best course of action.
• Empathetically assist the member through the claims process.
• Achieve productivity, scheduled adherence and quality assurance expectations
• Commit to a scheduled environment
• Must be available to work overtime during the peak periods
• Must be able to work during standard hours of operation…. working night shifts
• Will contribute to maintain a positive, friendly and motivated environment within the team while adapting to our changing business needs

QUALIFICATIONS and COMPETENCIES REQUIRED:

• College graduate
• Maximum overall experience is 5-6 years
• Minimum call center experience is of 1 year (inbound)
• Maximum call center experience of 4 years
• Fluency in English speaking and writing
• Ability to handle 3 concurrent chats with customers
• Very good written communication skills
• Writing speed of 25 words per minute with an accuracy of 95%
• Ability to effectively promote Sun Life products and services
• Have a Customer Centric approach
• Ability to discover, analyze and solve problems
• Ability to demonstrate empathy, self-awareness and emotional control
• Good listening skills
• Ability to approach situations with a positive attitude
• Ability to value open and honest feedback
• Ability to be a strong team player
• Ability to translate frequent results coaching into continuous improvement
• Ability to multitask proficiently in a fast paced, performance driven environment