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client care Associate (project green)Sun Life Financial

Workplace: MetroManila, Manila, Taguig
Salary: Agreement
Work form: Full time
Posting Date: 14/01/2022
Deadline: 14/02/2022
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:
SCOPE OF WORK REQUIREMENTS
Role : 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
1. Answers all types of telephone inquiries in a timely, accurate and courteous manner and ensures service levels are met;
2. Processes address change, updates contact information and card approvals with 100% accuracy and within agreed TAT;
3. Facilitates various requests/computations and ensures resolution of their complaints. Escalates as appropriate complaints beyond scope;
4. Provides excellent "front-line" service consistently over the telephone;
5. 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
6. Monitors and follows through unresolved/ open referred Salesforce CRM cases/requests; coordinates with back-end support units all requests until SR is resolved;
7. Prepares and issues various written correspondence and facilitates clients' requests for computation using specified worksheets;
8. Sends required number of Client Feedback Surveys;
9. Reports outliers encountered, captures and reports frontline inputs and conserves policies/plans/ accounts;
10. Attends meetings, daily huddles if any and completes all computer-based trainings as required; and
11. 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.
Work duties and responsibilities
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
B. 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
GCF Level: 3
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: 12/02/2022
Sun Life Financial

Other Info

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

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