Client Care Representative - US Member Services

Job Description

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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 expectations
• Commit to a scheduled environment
• Must be available to work overtime during the peak periods
• Must be able to work during standard hours of operation…. working night shifts
• Will contribute to maintain a positive, friendly and motivated environment within the team while adapting to our changing business needs

QUALIFICATIONS and COMPETENCIES REQUIRED:

• College graduate
• Maximum overall experience is 5-6 years
• Minimum call center experience is of 1 year (inbound)
• Maximum call center experience of 4 years
• Fluency in English speaking and writing
• Ability to handle 3 concurrent chats with customers
• Very good written communication skills
• Writing speed of 25 words per minute with an accuracy of 95%
• Ability to effectively promote Sun Life products and services
• Have a Customer Centric approach
• Ability to discover, analyze and solve problems
• Ability to demonstrate empathy, self-awareness and emotional control
• Good listening skills
• Ability to approach situations with a positive attitude
• Ability to value open and honest feedback
• Ability to be a strong team player
• Ability to translate frequent results coaching into continuous improvement
• Ability to multitask proficiently in a fast paced, performance driven environment
• Ability to deliver superior customer service skills that consistently demonstrate professionalism
• Ability to adapt quickly and comfortably to change
• Ability to handle stress in a high pressure environment
• Attention to detail with strong documentation and follow up skill
• Strong and effective verbal and written communication skills
• Proficient Windows knowledge
• Proficient keyboarding skills

We are an equal opportunity employer and welcome applications from Persons with Disabilities.

Job Category:

Call Centre

Posting End Date: