Client Care Representative II

You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do.

At Sun Life, we're driven by our Purpose: helping our Clients achieve lifetime financial security and live healthier lives. Our values shape how we work: caring, authentic, bold, inspiring, and impactful.

When you join Sun Life, you'll work with passionate colleagues and empowering leaders who support your growth and celebrate your contributions, so you can make a meaningful difference in our Clients' lives.

Discover how you can make a difference in the lives of individuals, families and communities around the world.

Job Description:

The Sun Life Global Solutions Operations – Client Care Center (SLGS Operations – CCC) is an off-shore based contact center, established to assist the on-shore Client Care Centre of Sun Life Assurance of Canada in their operations, mainly in handling inquiries through telephone and/ or chat for Individual Protection line of business.

The Client Care Centre Representative II provides a consistent, quality customer service experience for Individual clients and advisors who contact the Client Care Centre for inquiries and requests related to their Individual life insurance contracts.

• Provides answers to a variety of moderately complex client inquiries about life insurance policies using well defined guidelines.
• Performs multiple transactions to complete all aspects of client inquiries within standard guidelines.
• Ensure 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 make entries into systems.
• Routine client contact includes simple policy interpretation and somewhat complex problem solutions.
• May follow up with manager or more senior staff members to obtain additional information needed to resolve customer inquiries.
• May provide input for the improvement of processes and procedures.

Specific Accountabilities:

• 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 life insurance policies using well defined guidelines.
• Performs multiple transactions to complete all aspects of client inquiries within standard guidelines.
• Ensure that thorough records are maintained by documenting all actions taken to process telephone-initiated requests.
• Reviews and interpret moderately complex plan and policy documents to respond to client requests and or make entries into systems.
• Routine client contact includes simple policy interpretation and somewhat complex problem solutions.
• May follow up with manager or more senior staff members to obtain additional information needed to resolve customer inquiries.
• May provide input for the improvement of processes and procedures.

Minimum Qualifications:

• 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

Job Category:

Call Centre

Posting End Date:

07/08/2026