Client Services Consultant

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:

Job Summary

This position provides operational support for the processing of all contractual policy changes, reinstatement requests and billing for the Individual Life business. The position also provides advisory services to external departments in relation to solving Solar processing problems, Solar system workarounds and plan specific issues.  The Client Services Consultant is also an expert in Litigation agreements on a certain block of policies. They would also participate on projects in the capacity of subject matter experts and performs user acceptance testing to solve Solar system related problems, plan specific issues and for other business development projects.  In addition, this position works closely with Management, Other teams in IFM, Business System Analysts, Systems teams, Underwriting, Legal and Compliance.

Position Responsibilities

• Reviews and prioritizes workload objectives to meet or exceed service level guarantees.
• Acts as SME in the provision of Technical expertise to other departments in IFM in resolving SOLAR processing problems. Thet would review and investigate errors and resolves system issues or advises on the solution to enable the rep to continue with their processing.  These could include but are not limited to unwinding SOLAR back to New Business Status for errors at time of set up and processing many years of transactions to get the client to current status in SOLAR, Rewinding multiple years of Premium payments, Loan changes and Dividends, Date of Birth updates back to New Business status to name a few of the transactions that are handled by CRB.  This enhanced system knowledge of how different processes within the SOLAR system impacts different screens and processes is imperative to the role and processes daily.
• The position is knowledgeable of all processes and roles in Client Services and would work closely with other teams to resolve their SOLAR errors/warnings and system processes not working as expected.
• Reviews requests for policy changes and reinstatements, ensuring that the requests are within contractual and policy requirements and process the requests within service and quality standards, work with Underwriting teams where needed.
• Effectively communicate decisions for policy service requests to clients, ensuring that communication is clear and concise and supports Sun Life’s commitment for plain language communication
• Collaborate with Underwriting in an effort to obtain medical requirements quickly to facilitate speedy underwriting turn-around times
• Calculate and communicate quotes for policy changes and reinstatement requests, these requests take experience of the SOLAR system, Product knowledge and Contract language knowledge for handling
• Clearly defines problems that affect processing decisions and present to the Senior Manager with recommendations for solutions with a view of balancing client satisfaction, Contract provisions and operational risks
• Provides support for the book of Litigation cases, inclusive of adjustment of Annual Reports, preparation of Illustrations, response to policy requests though creation of letters to respond to policy requests
• Calculate values for complex cash value quotes that the Solar system does not support, this requires SOLAR knowledge, product and contract knowledge
• Provides support to Call Center for the calculation of loan and policy values for Illustration requests that have passed policy anniversaries
• Provide full administrative support for policies that the SOLAR system does not support such as policies that have attained Age 100 maturity, calculate cash values, annual report preparation and process tax updates
• Term Conversion Client processing. Communication to clients on options as well as depending on client response handling of SOLAR updates that could include screen updates and New Contract set up.
• Process manual workarounds for processes that SOLAR system does not process correctly due to system issues, SOLAR inability to process correctly or system limitations.
• Creates, reviews and updates procedural documentation and assists other teams in IFM with updates needed for their documentation
• Applies continuous improvement techniques to identify opportunities to improve efficiency and work with Problem Solving to implement solutions
• Provide training support for new reps on Solar system as well as processing of reinstatement and contractual change requests as well as sharing knowledge through communication/training for other roles/teams in IFM
• Assist in the collection of data requested by internal and external auditors and in some instances provides explanation of audit issues by attending meetings or replying to emails.
• Administer billing function ensuring that correct bills are mailed which includes the pulling and adjustment of bills, letters and annual reports
• Create and provide Duplicate Contracts to clients when requested
• Perform other duties as required but within the context of the job requirements
• Participates on project teams to resolve system updates, creating and testing of test cases and correcting policies

 Position Requirements and Qualifications

• Extensive knowledge of Individual Life products, features, benefits and systems
• Expert knowledge of the SOLAR administration system
• Experience in investigating and resolving complex policy accounting problems and client issues
• Ability to work independently and in a team setting
• Strong written and verbal communication skills
• Strong problem solving and decision making capabilities
• Ability to assemble, analyze and evaluate data in order to make appropriate recommendation to manager
• Strong attention to detail and analytical skills
• High focus on quality
• Prior client service experience
• Strong muti-tasking skills
• College degree or 10+ years’ experience in life insurance operations
• Proficient in computer skills (Excel, Word, Outlook, Workflow Imaging).

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