client service Quality Assurance AnalystSun 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:
Conducts monthly Quality Assurance (QA) review (critical and non-critical transactions) of processed financial and non-financial policy-related transactions to ensure authority limit, validity, completeness, accuracy, and timeliness are met.
Monitors timely resolution and closures of findings.
Ensure that policy guidelines and procedures set by Collection, Disbursement, Inquiry and Office Management are complied.
Performs quality coaching & tips and provides real time feedback to stakeholders regarding QA results.
Performs quality analysis and can identify root causes and corresponding relevant action items to improve and sustain performance
Provides support in documenting business processes, continuous improvement projects and transfer of knowledge to CSC team.
Preferred Skills :
Competent knowledge of the various administration systems: IPAC, WMS, INGENIUM, CAS.
Good understanding of the life insurance and preneed business, the Company's products and services, business practices and procedures.
Good understanding of the life insurance, VUL, pre-need and mutual fund industries, the company's products and services, contract provisions, business practices and procedures.
Basic knowledge of Philippine regulations related to client information confidentiality, security controls, disclosures.
Good presentation skills.
Competent in oral and written communication; proficient in English language is a MUST.
Must possess good critical-thinking, creativity, and innovation.
Process improvement advocate.
Qualifications:
Graduate of any 4-year course
Passed at least 2 LOMA courses (4A) / 3 LOMA courses (4B)
At least 5 years work experience in Operations preferably in Customer Service Can analyze factors or causes contributing to non-compliance of procedures and guidelines.
Responsibilities:
Conducts monthly Quality Assurance (QA) review (critical and non-critical transactions) of processed financial and non-financial policy-related transactions to ensure authority limit, validity, completeness, accuracy, and timeliness are met.
Monitors timely resolution and closures of findings.
Ensures that policy guidelines and procedures set by Collection, Disbursement, Inquiry and Office Management are complied.
Communicates quality standards and parameters to QA team and CSC leaders.
Creates timely reports and documentation to track progress.
Performs quality coaching & tips and provides real time feedback to stakeholders regarding QA results.
Performs quality analysis and can identify root causes and corresponding relevant action items to improve and sustain performance.
Provides support in documenting business processes and other continuous improvement projects.
Identifies and analyzes issues, and other problems, recommends and facilitates solutions to these issues.
Reviews processes to ensure that they align with current trends.
Maintains compliance with local, and organizational laws, regulations, guidelines, and policies.
Makes documentation of internal audits and quality assurance activities.
Identifies the training requirements to meet the quality standards.
Job Category: Customer Service / Operations
Posting End Date:
Sun Life Financial

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