Client Relationship Representative

You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You'll 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, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. Discover how you can make a difference in the lives of individuals, families and communities around the world.

Job Description:

The Client Relationship Centre is responsible for supporting new product sales through the Advisor, Consultant and Direct channels, and for the on-going relationship servicing of an in-force block of business offering a range of retirement and investment products and services. Reporting into the Manager, Client Relationship Centre, this position is also expected to participate in project related activities to support regional sales and service goals.

Responsibilities:

• Use daily phone contact to build relationships, provide product insight, and provide support;

• Develop strong relationships with the Advisors, Consultants and Clients to build and maintain a high level of satisfaction. Seeking to understand specific needs to appropriately set and exceed expectations;

• Interact with the Advisors/Consultants/Clients and respond to their requests in a timely and efficient manner;

• Take ownership, provide recommendations and be accountable for the resolution on any identified client issues at hand;

• Manage active projects to ensure that deadlines and objectives are met as agreed;

• Coordinate plan design and service changes by managing internal resources involved in the process;

• Participate in internal meetings, and defined Advisor-centered activities, to build awareness and knowledge of Sun Life Financial solutions;

• Actively participate in sales workshops and project group meetings as defined, sharing feedback and information to develop the business;

• Handle all Advisor/Consultants/client inquiries of a plan design, fee and compensation nature;

• Support proactive activities aiming to increase client satisfaction and loyalty;

• Escalate items that may impact the Client, loyalty or deliverables to Manager;

• Develop strong working relationships with internal GRS teams by ensuring open communication.

• Document and share action items agreed upon with the Advisor/Consultant/Client with all appropriate internal stakeholders;

• Maintain accurate and current data on the sales and service tracking reports, as well as Salesforce

Qualifications:

• Bilingualism (French, English, both oral and written) is required for the frequent interactions with English and French-speaking colleagues or internal partners across Canada and worldwide.

• Asset: A professional designation associated with the group retirement services industry (e.g. CEBS, RPA, CSC, IFIC, or other) is preferred.

• Asset: University degree or equivalent.

• Experience in a Call Centre environment or equivalent, with 2 years or more working with group pension and savings clients;

• Ability to build credibility and rapport with clients over the phone and via email;

• Strong listening and communication skills with the ability to simplify complicated financial concepts in both verbal and written formats;

• Ability to organize, prioritize and execute on sales and service plans while working within a team;

• Strong problem solving and analytical skills;

• Solid time management skills;

• Highly motivated, independent self-starter with strong business etiquette;

• Broad knowledge of the services provided by Sun Life Financial Group Retirement Services;

• Knowledge of legislation governing retirement savings programs at the federal and provincial levels;

• Proficiency with PowerPoint, Excel and Word;

Why join Sun Life:

• Being a member of the Sun Life family, a group of people united by our Purpose: to help Clients and Employees achieve lifetime financial security and live healthier lives

• A friendly, collaborative and inclusive culture

• A collaborative and interactive team environment

• Being part of our journey in developing the next greatest digital experience

• Working together, sharing common values and encouraging growth & achievement

The Base Pay range is for the primary location for which the job is posted. It may vary depending on the work location of the successful candidate or other factors. In addition to Base Pay, eligible Sun Life employees participate in various incentive plans, payment under which is discretionary and subject to individual and company performance. Certain sales focused roles have sales incentive plans based on individual or group sales results.

Diversity and inclusion have always been at the core of our values at Sun Life. A diverse workforce with wide perspectives and creative ideas benefits our Clients, the communities where we operate and all of us as colleagues. We welcome applications from qualified individuals from all backgrounds.

Persons with disabilities who need accommodation in the application process, or those needing job postings in an alternative format, may e-mail a request to thebrightside@sunlife.com.

We are proud to be a hybrid organization that offers our employees the choice and flexibility to work from both the office and virtually based on the needs of the business, our Clients and you! Several work options are available and can be discussed throughout the selection process depending on the role requirements and individual needs.

We thank all applicants for showing an interest in this position. Only those selected for an interview will be contacted.

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