Individual Client Service Co-Ordinator
Core
Primary point of contact for Sun Life U.S. clients (individuals, beneficiaries, brokers) handling 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, problem-solving, written/verbal communication
Technologies
internal Knowledge Base, policy administration systems
Responsibilities
Process phone inquiries for illustrations, policy values, forms, and histories; explain policy summaries and billing notices; assist clients in completing policy-related forms; escalate client concerns; participate in continuous improvement initiatives
Seniority
Entry-level to Junior, hands-on IC