AA/GIC Bilingual Customer Service Representative

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