Provide outstanding customer service and support by resolving telephone inquiries from customers.
Enhance customer relationships and contribute to building customer loyalty through the delivery of accurate and timely information.
Responsible for navigating computer systems to track calls, gathering information, and effectively resolving the issues or queries which caused the customer to contact the CCC.
Provides answers to a variety of moderately complex client inquiries about the life insurance policies using well defined guidelines.
Performs multiple transactions to complete all aspects of client inquiries within standard guidelines.
Ensures that thorough records are maintained by documenting all actions taken to process telephone-initiated requests.
Reviews and interprets moderately complex plan and policy documents to respond to client requests and or makes entries into systems.
Routine client contact includes policy interpretation and somewhat complex problem solutions.
May follow-up with Team Leader or more senior staff member to obtain additional information needed to resolve customer inquiries.
May provide input for the improvement of processes and procedures.

Qualifications and Competencies Required

Minimum call center experience is of 1 year (inbound).
Strong and effective verbal and written communication skills.
Ability to handle 2 concurrent chats with customers.
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.
Proficient Windows knowledge.
Proficient keyboarding skills.