Job Description
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.
What will you do?
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
What do you need to succeed?
Bilingualism (French, English, both oral and written) is required to answer calls from English and French speaking clients across Canada and worldwide.
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
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
What’s in it for you?
Opportunities to learn new skills, grow and move into different roles
Trusting, diverse and inclusive working environments
Supportive leadership who’s focused on your success and well-being
We offer a number of programs and offerings to help our Employees achieve lifetime financial security and live healthier lives, some of these include :
Comprehensive benefits
Retirement & stock investment
Pay for performance reward
Wellness programs, benefits and health incentives
Paid vacation based on experience and additional days to support family care and personal emergencies
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