Resolution Case Manager

Responsibilities

• Respond to Financial Services Consultants' (FSC) questions in a timely manner
• Support the elimination of FSC knowledge gaps
• Provide targeted coaching and/or training to individuals/small groups
• Review and take ownership for resolving all escalated issues
• Consult directly with Sun Life Financial Executives, Ombudsman and/or Privacy Office
• Manage the CSC Knowledge in-box within the published service level
• Support continuous improvement in the CSC
• Act as the backup to the CSC Licensing Associate

Requirements

• Proficient knowledge of group retirement products (GRS), group insurance products (GB) and CSC processes and tools
• In-depth client service orientation and defusing skills
• Comprehensive consulting and negotiating skills with the ability to impact and influence others
• Proficient verbal and written communication skills ...