Analyst 1

About Sun Life Sun Life Philippines started in 1895, making it the first life insurer before the country’s independence in 1898. The company initially operated through the representation of British trading firm H.J. Andrews and Co. More than 125 years later, Sun Life Philippines has recorded tremendous growth. In 2019, the Philippine Insurance Commission ranked the company as the top life insurer based on premium income. Your role This position handles call escalations as well as regular calls from clients and staff for the purpose of achieving the highest possible quality service to both internal and external clients. This position will also handle complaints and HNW clients. Investigates and analyzes complex customer situations and service breakdowns and recommends courses of action related to service recovery Participates in work improvement processes and/or customer service initiatives, through the implementation of new technology, special projects, and business processes reengineering Recommends, develops, and conducts training programs for staff to meet service requirements and standards. Provides on-the-job product and policy training as well as performance feedback for contractual and newly hired staff Processes policy transactions within the scope of the Call Center; reviews and signs letters in response to clients' requests and inquiries. Provides excellent “front-line” service over the telephone Logs all calls in the Customer Relationship Management (CRM) system accurately, completely, and concisely within 24 hours and immediately refers cases or requests beyond the scope to the appropriate section/staff Monitors unresolved/ not updated referred CRM cases/requests; coordinates with back-end support unit all requests and adjustments of clients records and updates CRM Service Requests (SR) until resolved based on agreed turnaround time Training, development & rotations At Sun Life Philippines they highly encourage and support your development in order to strengthen your personal and professional competencies. Whether you are just starting your career with Sun Life Philippines or are already a seasoned professional, they offer competency-based programs that fit your needs, keep you challenged, and cultivate your full potential so you can achieve your business and career goals. At Sun Life Philippines, the range and diversity of positions available are wide and vast. Whether you’re just starting out on the corporate ladder or at the peak of your career, there is a niche for you waiting to be carved. Compensation & benefits Group medical coverage Vacation and sick leaves Various employee loan programs Retirement plan Group life insurance Opportunities to purchase the company's insurance and wealth management products Career progression Fresh grads should prepare for a challenging work environment at Sun Life Philippines, especially if they want a promotion. A highly competitive workplace can be a good thing for those with the right mindset. In exchange for excellent performance, Sun Life Philippines rewards qualified employees with extensive learning and training programs. There’s also a chance for them to work overseas given the right circumstances Company culture Sun Life Philippines’ culture hinges on people customers and employees alike. It strikes a balance between ‘corporate values and well-rounded life. As a life insurer, the company values integrity first and foremost. Insiders describe the workplace environment as competitive, but it fosters productivity because it competas people to excel in their fields. The biggest challenge, however, involves sluggish career growth for fresh grads who join the company. A likely reason: is internal competition. Sun Life Philippines also has a large workforce, so new hires should be assertive and embody the company’s values to stand out. About you With a typing speed of at least 53 wpm Must have a very pleasing voice and excellent communication, interpersonal, organization, and listening skills Must be highly customer-oriented; a, and effective team player with high stress tolerance Excellent attendance and punctuality record Average oral and written communication skills How to apply To apply for this position, simply click the “Apply” button on this page. Source/s sunlife.com.ph ph.prosple.com #J-18808-Ljbffr