AA/GIC Bilingual Customer Service Representative

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:

The Individual Insurance and Wealth business unit represents close to 30 per cent of all Sun Life Financial global revenue and more than 50 per cent of Canadian earnings. We’re a top provider of life, health and wealth products in the Canadian marketplace.

The role of Client Service Representative, Individual Wealth offers an exciting opportunity to provide service to agents and customers by the daily processing and administration of transactions related to our AA/GIC products. You will maintain both new and existing business for the sales force and broker business. At times, you will be required to handle delicate situations involving our customers and advisors. You will be expected to provide same day service on administrative functions while maintaining a high level of accuracy and professionalism as well as excellent customer service on inbound and outbound calls from our clients and advisors.

Main Accountabilities

• Work with advisors and brokers to provide service from pre-sale to issue to after sale service
• Daily processing of transactions related to our products
• Complete all work with a high attention to detail and accuracy
• Communicate daily with agents, clients, team leaders and other staff
• Respond pro-actively to client inquiries or concerns
• Develop and maintain good client relationships while ensuring confidentiality
• Review documents to ensure data is correct and within specified terms and obtaining and verifying missing or incomplete data
• Provide phone support on rotational basis

Competencies

• Strong written and verbal skills
• Excellent customer service skills
• Proven ability to work well in a multitasked environment
• Ability to learn and understand different computer systems and programs quickly
• Solid organizational abilities (ability to prioritize work and handle a variety of responsibilities daily)
• Excellent interpersonal skills
• Ability to identify the question and relay accurate information about our contractual and administrative processes in a clear and understandable format
• Display professionalism at all times
• Proven ability to work in a stressful and fast-paced environment with fluctuating work volumes
• Ability to work and contribute in a team environment
• Good attention to detail
• Problem solving and good judgment
• Mathematical skills
• Adaptability and flexibility
• Ability to work overtime as needed
• As this position is posted in several locations, we specify that bilingualism (French, English, both oral and written) is required for Quebec only for the frequent interactions with English and French-speaking colleagues or internal partners across Canada or worldwide.

Assets

• Experience with Guaranteed Investments (AAs, GIC,) , Mutual funds and Segregated funds
• Previous customer service or call centre experience
• Previous experience with current SunLife systems/programs (i.e. Customer Service Workbench, Outlook, Excel, Word, Valet, LA, Ingenium systems)

Notes/Unique Requirements

• Overtime is required as dictated by volume of work

Diversity and inclusion have always been at the core of our values at Sun Life. A diverse workforce with wide perspectives and creative ideas benefits our clients, the communities where we operate and all of us as colleagues. We welcome applications from qualified individuals from all backgrounds.

Persons with disabilities who need accommodation in the application process, or those needing job postings in an alternative format, may e-mail a request to thebrightside@sunlife.com.

We thank all applicants for showing an interest in this position. Only those selected for an interview will be contacted.

The Base Pay range is for the primary location for which the job is posted. It may vary depending on the work location of the successful candidate or other factors. In addition to Base Pay, eligible Sun Life employees participate in various incentive plans, payment under which is discretionary and subject to individual and company performance. Certain sales focused roles have sales incentive plans based on individual or group sales results.

Diversity and inclusion have always been at the core of our values at Sun Life. A diverse workforce with wide perspectives and creative ideas benefits our clients, the communities where we operate and all of us as colleagues. We welcome applications from qualified individuals from all backgrounds.

Persons with disabilities who need accommodation in the application process or those needing job postings in an alternative format may e-mail a request to thebrightside@sunlife.com.

At Sun Life we strive to create a flexible work environment where our employees are empowered to do their best work. Several flexible work options are available and can be discussed throughout the selection process depending on the role requirements and individual needs.

We thank all applicants for showing an interest in this position. Only those selected for an interview will be contacted.

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