Contact Center 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:

Location: We support US flexible working arrangements in the contiguous 48 states.  

At Sun Life, we look for optimistic people who want to make life brighter for our Clients. We understand the value of diverse cultures, perspectives, and identities, and want you to bring your full and authentic self to work. Every day, you’ll be empowered and challenged by working with dynamic colleagues to find new and innovative ways to make Sun Life the best benefits company in America. 

The opportunity: 

Contact Center Representatives are responsible for answering inbound calls from multiple toll-free lines for various client companies. You will resolve basic inquiries, such as for Leaves of Absence and Disability, referring more complicated questions to the appropriate area for support. It is also the responsibility of Contact Center Representatives to provide claims-related administrative assistance. All interactions will give you the opportunity to make a difference in the lives of our clients on a daily basis. 

Call Center Hours  

8:00am – 8:00pm EST, Monday – Friday (no weekends are required) 

How you will contribute: 

• Drive timely resolution of various call types, creating a positive client experience.  
• Document calls in a clear and concise manner.   
• Engage other departments, when needed, to address complex service issues.  
• Maintain an understanding of the different clients, products, and department functions. 

What you will bring with you: 

• Client focused mindset and an empathetic approach toward others.   
• Confidence to handle escalated calls and deliver exceptional service.  
• Your energy to thrive in a fast-paced environment. 
• An ability to multi-task across various technology platforms.  
• A desire to work collaboratively with a diverse range of people. 
• Prior customer service or contact center experience. 

Minimum PC Speed Requirements

Download: 30 Mbps or higher

Upload: 15 Mbps or higher

Latency/Ping: The lower the better but at ideally …