Senior Process Associate

You are as unique as your background, experience and point of view. Here, youll be encouraged, empowered and challenged to be your best self. Youll 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, youll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do.

At Sun Life, were 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, youll 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.

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- Senior Process Associate, Individual Insurance Services

Roles and Responsibilities

Education/Experience

• Minimum - Graduate
• 2-5 years of experience in Insurance operations, financial services operations, Case management or Policy administration services.
• Experience in Individual Insurance operations will be an advantage.
• Candidates should have worked in US/Canada Insurance company and must have the knowledge/experience of Individual/Group Insurance process.

Skills/Knowledge

• Good written and verbal communication skills.
• Strong analytical and problem-solving abilities.
• Good commitment to customer service and quality
• Good research and follow-up skills
• Typing skills of 25-30 words per minute
• Proven ability to work independently and in a team environment.
• Ability to coach, mentor, and support team members.
• High level of attention to detail to reduce risk of error with complex work, strong logic, problem solving
• Knowledge & understanding of Individual Insurance Products

Responsibilities

• Processes customer requests in a timely and accurate manner.
• Manage and prioritize work queues ensuring adherence to FIFO methodology and established workflow guidelines.
• Ensure all assigned work is completed within agreed turnaround times (TAT) and service level agreements (SLAs).
• Perform peer reviews and quality checks to maintain processing accuracy and reduce operational risk.
• Meets 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 overall team capability and reduce dependency on offshore support.
• Communicates with customers through written and oral correspondence
• Provides follow up on requests that cannot be immediately resolved.
• Build relationships with staff from other departments to ensure queries are responded to in a timely manner.
• Escalates issues to management when needed.
• Works with management to set daily priorities to ensure prompt and efficient service.
• Maintains flexibility in a high speed, demanding team environment.
• Identifies process improvements to increase efficiencies and streamline processes.
• Actively participates in departmental team meetings and other open forums.
• Assists with department projects and initiatives as needed.
• Soliciting and compiling information and data related to processing activities.
• Using PC applications and functions such as Excel and Word to update and load data sets.
• Working with mainframe/CSW/Valet, Ingenium applications
• Help SME/PEs in maintaining process documentation and ensure adherence to standard operating procedures (SOPs).
• Meeting and exceeding client defined service level metrics on timeliness and accuracy

Job Competencies

• Demonstrates interest in knowing how the business works.
• Rule based decision making ability

• Communicates effectively within the team, relating openly and comfortably with diverse groups of people.

• Learns and applies problem solving methods and tools.

• Familiarity with review of Imaged documents - Can interpret/understand various formats.
• Displays a can-do attitude and enthusiasm.

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