Senior Process Associate

Sun Life

About The Position

The Senior Process Associate, Individual Insurance Services, processes customer requests and supports accurate, timely insurance operations. The role manages work queues, follows established workflow guidelines and service-level requirements, performs quality checks, communicates with customers and internal departments, and helps improve team processes and capabilities. The associate also supports reporting, process documentation, departmental initiatives, and adherence to standard operating procedures.

Requirements

Graduate education (minimum).
2–5 years of experience in insurance operations, financial services operations, case management, or policy administration services.
Experience working for a US or Canadian insurance company.
Knowledge or experience in Individual or Group Insurance processes.
Knowledge and understanding of Individual Insurance products.
Good written and verbal communication skills.
Strong analytical and problem-solving abilities.
Commitment to customer service and quality.
Good research and follow-up skills.
Typing speed of 25–30 words per minute.
Ability to work independently and in a team environment.
Ability to coach, mentor, and support team members.
Strong attention to detail when handling complex work, with sound logic and problem-solving skills.
Ability to make rule-based decisions.
Ability to communicate effectively and comfortably with diverse groups of people.
Ability to learn and apply problem-solving methods and tools.
Familiarity with reviewing imaged documents and interpreting different formats.
Flexibility in a high-speed, demanding team environment.

Nice To Haves

Experience in Individual Insurance operations.

Responsibilities

Process customer requests in a timely and accurate manner.
Manage and prioritize work queues in accordance with FIFO methodology and established workflow guidelines.
Complete assigned work within agreed turnaround times and service-level agreements.
Perform peer reviews and quality checks to maintain accuracy and reduce operational risk.
Meet established quality-control measures and individual productivity requirements.
Maintain accurate operational data and provide reporting support to leadership as required.
Share knowledge and best practices to improve team capability and reduce dependency on offshore support.
Communicate with customers through written and oral correspondence, and follow up on requests that cannot be resolved immediately.
Build relationships with staff from other departments to ensure queries are answered promptly.
Escalate issues to management when needed and work with management to set daily priorities.
Identify process improvements to increase efficiency and streamline processes.
Participate in departmental team meetings and open forums, and assist with department projects and initiatives as needed.
Solicit and compile information and data related to processing activities.
Use PC applications, including Excel and Word, to update and load data sets.
Work with mainframe/CSW/Valet and Ingenium applications.
Help SMEs/PEs maintain process documentation and ensure adherence to standard operating procedures.
Meet and exceed client-defined service-level metrics for timeliness and accuracy.