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 expectationsCommit to a scheduled environmentMust be available to work overtime during the peak periodsMust be able to work during standard hours of operation…. working night shiftsWill contribute to maintain a positive, friendly and motivated environment within the team while adapting to our changing business needs

QUALIFICATIONS and COMPETENCIES REQUIRED:

Completed at least 2 years in collegeMaximum overall experience is 5-6 yearsMinimum call center experience is of 1 year (inbound)Maximum call center experience of 4 yearsFluency in English speaking and writingAbility to handle 3 concurrent chats with customersVery good written communication skillsWriting speed of 25 words per minute with an accuracy of 95%Ability to effectively promote Sun Life products and servicesHave a Customer Centric approachAbility to discover, analyze and solve problemsAbility to demonstrate empathy, self-awareness and emotional controlGood listening skillsAbility to approach situations with a positive attitudeAbility to value open and honest feedbackAbility to be a strong team playerAbility to translate frequent results coaching into continuous improvementAbility to multitask proficiently in a fast paced, performance driven environmentAbility to deliver superior customer service skills that consistently demonstrate professionalismAbility to adapt quickly and comfortably to changeAbility to handle stress in a high pressure environmentAttention to detail with strong documentation and follow up skillStrong and effective verbal and written communication skillsProficient Windows knowledgeProficient keyboarding skills

Job Category:

Call Centre

Posting End Date: