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Contact Center Representative
Sun Life Financial
South Portland, ME, United States
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At Sun Life, we work together, share common values and encourage growth and achievement. We offer many career paths that attract a wide variety of talent and skills. Follow a path that lets your talents shine.
Job Description:
Disability RMS is the nation’s leading provider of turnkey disability risk management products and services. Our team is made up of more than 350 highly skilled professionals with the specialized product knowledge and service skills required to succeed in today’s complex risk protection market. We believe that our people are our greatest asset. We carefully build experienced, cross-functional teams of top performers that enable us to provide the highest levels of service and innovation in the industry.
We promote collaboration, open communication, and our approachable leadership team appreciates honest feedback from employees.
Principal Duties and Responsibilities:
The Call Center Representative is responsible for handling inbound calls from claimants regarding various claim inquires. These calls are received on multiple toll free lines that support multiple client companies. In addition, the Call Center Representative answers and directs inbound calls on the Disability RMS main line. The Call Center Representative also provides claims-related administrative support.
This position is Monday through Thursday 10:30am to 7:00pm and Friday 9:30am to 6:00pm (no required weekends). Training typically lasts 2 to 3 weeks and the hours will be 8:30am to 5:00pm Monday through Friday.
The essential functions and responsibilities of this job position include, but are not limited to the following:
• Takes inbound calls from claimants in a timely and professional manner, adhering to service standards
• Answers basic questions for claimants
• Refers more complicated questions to analysts
• Documents calls clearly and accurately
• Takes inbound calls on the Disability RMS main line, referring calls to the appropriate individual/department
• Monitors voicemail boxes for messages and relays those messages in a timely manner
• Maintains an understanding of the different clients, products and department functions
Position Requirements and Qualifications:
• 1-year previous work experience required, customer service experience preferred
• High School diploma or equivalent required
• Good communication skills, both written and verbal, with a pleasant and professional communication style
• Customer service focus
• Ability to be empathetic
• Bilingual (Spanish) is a plus.
• Ability to initiate and prioritize regular work duties and small projects, ability to multitask, be detailed oriented, organized, and possess good time management skills
• Ability to work independently and as part of a team
• Good computer skills; proficient in PC environment, with basic skills in Excel, Word and email systems
What we Offer:
Disability RMS offers a substantial benefits package. We believe in a team-first culture, full of rewards and recognition for our employees.
Our extensive benefits package includes:
• Health insurance
• Dental insurance
• Short & long term disability insurance
• On-site fitness facility
• Flexible spending accounts
• Employee assistance program
• Company paid vacation & sick time
• Company paid holidays
• Tuition reimbursement
• 401(k) Plan with generous company match
• Employee bonus plan and recognition programs
• On-site dry cleaning pick-up and drop-off
• Casual dress code
Sun Life Financial promotes equal opportunity employment.
We thank all applicants for showing an interest in this position. Only those selected for an interview will be contacted.
Sun Life Financial is a leading provider of group insurance benefits in the U.S., helping people protect what they love about their lives. More than just a name, Sun Life symbolizes our brand promise of making life brighter – for our customers, partners, and communities. Join our talented, diverse workforce and launch a rewarding career. Visit us at www.sunlife.com/us to learn more.
Sun Life Financial (U.S.) Services Company, Inc. is a federal contractor subject to Executive Order 11246, Section 4212 of the Vietnam Era Veterans’ Readjustment Assistance Act of 1974, as amended, and Section 503 of the Rehabilitation Act of 1973, as amended. As such the company is committed to taking positive steps to implement the employment-related aspects of the company’s equal employment opportunity policy. It is the company’s policy to take affirmative action to employ, advance in employment, and otherwise treat qualified minorities, females, protected veterans, and individuals with disabilities without regard to their race/ethnicity, sex, veteran status, or disability.
Job Category:Call Centre
Posting End Date: