Individual Client Service Co-Ordinator
Core
Primary point of contact for Sun Life U.S. clients (individuals, beneficiaries, brokers) managing phone-based support for policy values, product features, status updates, and form requests.
Role type
Individual contributor client service coordinator
Builds
Phone-based support for Whole Life, Term Life, and Universal Life Insurance products
Domain
Insurance / Customer Service
Deliverable
client delivery
Required skills
Active listening, empathy, policy research, form processing, SLA/KPI adherence, multitasking, regulatory compliance
Preferred skills
Insurance product familiarity, internal knowledge base utilization
Technologies
Internal Knowledge Base, phone systems
Responsibilities
Process phone inquiries and requests for illustrations, policy values, forms, and histories; Explain policy summaries, billing notices, and annual reports; Collaborate with IFM Client Services team; Participate in training programs and continuous improvement initiatives; Proactively address client concerns and escalate issues.
Seniority
Entry-level to Junior, 1-2 years experience