Overall Purpose:

This position is responsible for responding to all types of shared services telephone inbound calls timely, accurately, professionally and courteously using the prescribed scripts and various Client Care systems.

Specific Accountabilities:

Answers all types of inquiries of clients’ shared services telephone inquiries in a timely, accurate and courteous manner
Resolves Client care technology-related inquiries, generates T-PIN/M-PIN requests, validates Sun Link online and SMS registration/resets passwords and facilitates Teleapplication processing.
Responds to clients’ requests and facilitates resolution of their complaints
Provides excellent “front-line” service over the telephone
Logs all calls in the SalesForce system accurately, completely, concisely within 24 hours and immediately refers cases or requests beyond scope to the appropriate section/staff
Monitors unresolved/ not updated referred SalesForce cases/requests; coordinates with back-end support unit all requests and adjustments of clients records and updates SalesForce Service Requests (SR) until resolved based on agreed turnaround time
Prepares and issues various written correspondence and facilitates clients’ requests for computation using specified worksheets
Prepares daily and weekly fulfillment reports accurately based on agreed turnaround time

Education

Graduate of any 4-year College course

Experience:

With at least 1 year of experience in any front-line function and/or BPO Call Center experience

Preferred Skills:

Very good oral and written skills
Good Interpersonal skills
Good listening skills
Excellent customer service skills

Core Professional/Technical Competencies Required:

Client-oriented and very patient; Can multi-task, a quick learner, and highly stress-tolerant
Very good oral and written communication and interpersonal skills
With a typing speed of at least 30 wpm
Knowledge of existing business practices and workflows understands INGENIUM, PRISM, TAPS, WMS, IPAC, SalesForce CRM, LGS, etc. is preferred
Highly proficient in the use of MS Office and Windows applications and highly adaptable to change.
Collaborates Effectively - partners to deliver on team and organizations goals
Communicates Confidently - shares relevant information in a direct, compelling, and transparent fashion.
Focuses on the Client - builds relationships with clients by understanding and responding to their needs and ensuring fair treatment.
Takes Accountability - sets and achieves stretch objectives.
Understands our Business - knows the fundamentals of the SLF business (e.g. life, health, and wealth).

Dayshift Client Care Associate

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