Insurance Service Consultant(Plan Change)

Sun Life is a company that values diversity and aims to empower its employees. The Insurance Service Consultant provides exceptional service by managing client and advisor requests for various insurance products and ensuring timely and quality delivery of cases.

Responsibilities

• Daily production of client and advisor cases, managed in priority order
• Use the case history to understand what the advisor and client are trying to accomplish
• Owns the outcome of the cases assigned
• Proactive communication (phone calls) with advisors and clients when a request isn’t clear or is missing information
• Case manage escalations from Client Relations or Service Recovery cases
• Daily/weekly team phone coverage from 8 AM–5 PM to handle calls transferred from the Customer Care Center
• Build and maintain strong relationships with advisors, clients and internal business partners
• Provide referral and development to team members on products, processes and administrative tasks
• Make business recommendations when working on complex cases where ambiguity exists
• Act as the functional Subject Matter Expert for procedure improvements and products
• Ability to understand, interpret and explain all aspects of Traditional, Universal Life and Health insurance products (past and current), their benefits, and by company (SLF, Met, Prudential and Clarica)
• Understand and apply policy provisions and tax regulations correctly
• Create CI’s where opportunities for client experience improvement or efficiency in processes are identified and solutions are recommended

Skills

• Effective communication skills, both written and verbal
• Proficiency on the following mainframe systems: CSW, Ingenium Life, MLIF, TSO
• Traditional and Universal Life product knowledge
• Strong attention to detail
• Strong problem solving and decision making ability based on complex information
• Exceptional customer service skills and strong phone skills
• Approaches cases with an Owner's mindset in order to generate the right outcome for the client, company and advisor
• Strong organizational and time management skills with the demonstrated ability to prioritize
• Team player with positive attitude, enthusiasm and commitment to provide quality and timely service
• Ability to be self-motivated, self directed and work independently
• Bilingualism (French, English, both oral and written) is required for Quebec only to answer calls from English and French-speaking clients across Canada or worldwide
• Ability to work overtime when needed to meet the demands of the workload
• Must be willing to provide phone coverage until 5 pm on a rotating basis

Benefits

• Eligible Sun Life employees participate in various incentive plans, payment under which is discretionary and subject to individual and company performance.

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