Process Associate

Sun Life

About The Position

The Process Associate processes Mutual Funds transactions to meet expected quality and speed levels. The role communicates in writing with advisors about transactions and requirements, and coordinates with other departments on follow-ups and escalations. The associate works with management to prioritize daily work, maintains efficient service in a demanding team environment, and contributes to process improvements, departmental initiatives, and team meetings.

Requirements

Minimum graduate education.
Minimum 1–2 years of customer service experience in Indian Insurance or International BPOs (Non Voice); freshers may also be considered.
Strong analytical and problem-solving skills.
Excellent keyboard skills.
Strong mathematical skills.
Strong written and verbal communication skills, including business email writing.
Strong commitment to customer service and quality.
Strong research and follow-up skills.
Proven ability to work independently and in a team environment.
Strong team-player skills.

Responsibilities

Process transactions to meet and exceed defined service levels for quality, speed, and productivity.
Communicate with advisors and internal partners through written correspondence.
Follow up on requests that cannot be resolved immediately.
Build relationships with staff in other departments to ensure queries are answered promptly.
Escalate issues to management when needed.
Work with management to set daily priorities and provide prompt, efficient service.
Maintain flexibility in a high-speed, demanding team environment.
Identify process improvements to increase efficiency 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.