Job Description
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Job description (heading) / Description du poste (titre)
The position is responsible for the accurate and timely processing of all types of payments, and resolving or facilitating of all types of inquiries and requests, from walk-in clients at the Client Service Centers.
It is accountable for ensuring that daily collections are properly accounted for, reported, and deposited within company standards; the proper safekeeping of all cash and check collections, working change, petty cash fund, provisional receipt booklets and official receipts.
It is responsible for performing various office management tasks; for one-man Client Service Centers assignments, it is responsible for various sales/marketing-related tasks.
Preferred skills (heading) / Compétences particulières (titre )
Specialized Knowledge/Skills Core Professional/Technical Competencies Required:
New Business, Cashiering; Knowledge & understanding of INGENIUM, PRISM, WMS, IPAC, CRM, LGS, CAS, PR, Lockbox, POS machine, SMARTQ, etc.
Core Soft/Transferable Competencies
Core Competencies:
Collaborates effectively Communicates confidently Focuses on the client Takes accountability Understands our business Adaptable to change Flexible Honest Has integrity Stress-tolerant Has good work ethics
Qualifications (heading) / Compétences (titre)
Minimum Typical Education
Graduate of a 4-year course
Minimum Typical Experience
1.5 year experience in client service
Responsibilities (heading) / Responsabilités (titre)
1. Resolves all types of inquiries and requests at the counter in a timely, accurate, professional
and courteous manner using the various Client Service Center applications/systems and
ensuring counter service levels are met; Facilitates requests for processes beyond the scope of
the Client Service Center; Coordinates with backend support unit/dept and or Sr. CC staff for
requests requiring changes and adjustments in their policy/plan records.
2. Scans new business and conversion applications (SLOCPI, SLGFI, and MF) following
agreed upon guidelines/procedures using Client Service Center application systems and
ensuring service level targets are met.
3. Facilitates/Processes disbursement-related transactions (TRAD, VUL, MF) such as
loans, cash surrender value, cash withdrawal of dividends, plan terminations, endowment
pay-outs; monitors receipt of plan termination checks, non-cash transactions, etc.
ensuring service levels are met.
4. Receives and processes payments for all four lines of businesses; issues official
receipts, and accounts for said collections on a daily basis following agreed upon
guidelines, procedures, and ensuring service levels are met;
5. Handles Petty Cash Fund ensuring that the receipts and fund are balanced at all times and are
safekept in the Vault. Ensures replenishment when amount is to 50% depleted. Ensures Working
Fund, if any, is composed of loose bills/coins at all times to be disbursed as loose change
6. Prepares various pre-formatted correspondences and facilitates client’s computation
requests using various worksheets within the scope or authority limit.
7. Prepares monthly reports, files confidential records, acts as backup to other Client Service Center
staff.
8. Maintains the standard Look and Feel at the Client Service Centers.
9. Performs the following sales/marketing – related tasks: (one-man Client Service Center-
specific)
a. Prepares daily monitoring report on life, and mutual funds new business
applications following required format for submission to Sales Channel Head.
b. Distributes monthly the updated MF sales presentation materials to the licensed MF
representatives in the area
c. Coordinates and handles Proposal System/AMS related upgrades
d. Monitors, maintains and conducts monthly inventory of the ISO’s supplies, forms and
equipment following approved guidelines and procedures
e. Posts company-related updates in the bulletin board
f. Monitors and updates promos
g. Facilitates resigned agent’s surrendered items
h. Distributes status cards, duplicate O.R., Memos/Circulars, Policy Contracts
10. Performs the following office management tasks:
a. Monitors, maintains and conducts regular inventory of office supplies, forms and
equipment following approved guidelines/procedures.
b. Reports equipment/furniture/premises-maintenance issues to appropriate HO units
and facilitates resolution of problems.
c. Handles and coordinates incoming and outgoing documents and materials for the
three (3) product lines.
d. Prepares, coordinates and follows-up check requests and payments for various office
utilities (i.e. Telephone, Office rentals, etc)
e. Coordinates logistics as required for Sunlife-initiated training and events.
Job Category:
Customer Service / Operations
Posting End Date:
30/07/2024