Process Associate

Sun Life

About The Position

The Process Associate supports Individual Insurance Services by processing customer requests accurately and promptly, meeting quality and productivity standards, and communicating with customers through written and oral correspondence. The role includes researching and following up on unresolved requests, coordinating with other departments, escalating issues when needed, and working with management to prioritize daily work. The associate also contributes to process improvements, team meetings, departmental projects, and the collection and maintenance of processing data. The position uses PC applications including Excel and Word, as well as mainframe/CSW/Valet and Ingenium applications, and requires meeting client-defined service metrics for timeliness and accuracy.

Requirements

Graduate-level education.
1–2 years of customer service experience in international non-voice BPOs.
Experience working with a US or Canadian insurance company.
Knowledge or experience in Individual Insurance processes.
Good written and verbal communication skills.
Commitment to customer service and quality.
Research and follow-up skills.
Typing speed of 25–30 words per minute.
Ability to work independently and in a team environment.
High attention to detail when handling complex work.
Strong logic and problem-solving skills.
Knowledge and understanding of Individual Insurance products.

Responsibilities

Process customer requests in a timely and accurate manner.
Meet established quality control measures and individual productivity requirements.
Communicate with customers through written and oral correspondence.
Follow up on requests that cannot be immediately resolved.
Build relationships with staff from other departments to ensure queries are answered promptly.
Escalate issues to management when needed.
Work with management to set daily priorities for prompt and efficient service.
Remain flexible in a high-speed, demanding team environment.
Identify process improvements to increase efficiencies and streamline processes.
Participate in departmental team meetings and other open forums.
Assist with department projects and initiatives as needed.
Solicit and compile information and data related to processing activities.
Use PC applications and functions such as Excel and Word to update and load data sets.
Work with mainframe/CSW/Valet and Ingenium applications.
Create and monitor Process Notes.
Meet and exceed client-defined service level metrics for timeliness and accuracy.