biller Analyst (group admin)Sun Life Financial

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:
Job Description
Group Administration
(BILLER - ANALYST)
Business Goals
A1. Complete processing of all group life renewal & reinstatement transactions meeting 99% accuracy and 98% turn-around time.
Goal Description:
a) Checks accuracy and completeness of all policy digest and renewal confirmations received from intermediary before endorsing to supervisor for signing.
b) Processes member and policy level adjustment reports pertinent to the billing.
c) Generates & releases billing details & statement to client and intermediary.
d) Computes Experience Refund.
e) Coordinates amendments, disbursements, collections, underwriting cases, policy terminations to assigned party using E-Group Database.
f) Updates all changes in Actuarial Report with 100% accuracy.
g) Responds to inquiries related to the billing.
A2. Completes rate review process and transactions based on standard procedures and service level agreements for renewing and reinstating accounts.
Goal Description:
a) Completes rate review process 60 days before policy anniversary for direct & agency accounts while 90 days for broker accounts.
b) Prepares and releases renewal notice or reinstatement proposal to client and copy furnished intermediary.
c) Obtains and documents renewal or reinstatement status feedback.
A3. Provides decision on policy-level changes and special administration for all types of cases or 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 E-Group Database.
A4. Attend and provide 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.
A5. Attend to all client engagements specifically for Benefits Orientation, Renewal Negotiations, Policy Administration and Complaints handling all year round.
Goal Description:
a) Prepares presentation materials and logistics for all client engagement schedules.
b) Reviews history of the account for possible questions/issues that would be raised outside of the agenda.
c) Coordinates with Group Administration Supervisor for clarificatory items.
d) Provides report and prepares action plans after client meeting.
A6. Complete assigned projects and submit regular reports following agreed timeline.
A7. Complete processing and monitoring of all group pre-need functions within the scope of group administration
Goal Description:
a) Reconciles & allocates renewal payment per plan and apply tax certificate within 24 hours with 100% accuracy.
b) Monitors receipt of list bill details and cover from Data Center.
c) Releases Group Pre-need list bill within the first working week of the month.
d) Handles escalated Group Pre-Need cases and recommends potential solutions following a timely manner.
e) Collaborates with PPA and PPC with regards to escalated cases needing immediate solutions.
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.
4. Participate in Rewards & Recognition and Stress Busting activities.
Career and Developmental Goals
Attend technical training of Group Administration Associates on major aspects of Group operations. Attend seminars offered by HR with focus on enhancing core competencies and client servicing.
Job Category: Customer Service / Operations
Posting End Date:
Sun Life Financial

Manila City, Metro Manila Taguig City, Metro Manila
Permanent
Full-time