Client Service Representative

You will be encouraged to be your best self at Sun Life, working with dynamic colleagues who are experts in their fields. You will have new and exciting opportunities to make life brighter for clients, who are at the heart of everything Sun Life does.

Sun Life is driven by its Purpose: helping clients achieve lifetime financial security and live healthier lives. The company's values shape how it works: caring, authentic, bold, inspiring, and impactful.

Responsibilities

1. Deliver omni-channel client and advisor service

• Handle walk-in, email, and assigned service requests accurately and within service standards.
• Take ownership of enquiries and service issues through to resolution, coordinating with relevant teams as needed.
• Follow client service, privacy, authentication, and operational requirements, escalating complex cases appropriately.
• Provide flexible channel coverage, including peak periods and Saturday operations based on the team roster.

1. Drive digital adoption and self-service

• Guide clients and advisors to appropriate digital and self-service options.
• Support clients who need assistance completing digital service journeys.
• Identify recurring digital or service issues and provide feedback for improvement.
• Support testing and rollout of new digital servicing capabilities.

1. Strengthen service quality and controls

• Maintain accurate procedures, guidelines, scripts, checklists, and service information.
• Support quality checking, identify recurring issues, and recommend improvements.
• Assist with business continuity, incidents, audits, and remediation activities as required.

1. Build team capability and support change

• Share knowledge and support colleagues on service enquiries, digital journeys, and procedures.
• Participate in cross-training to strengthen team flexibility across service channels.
• Support implementation and adoption of changes within the team.
• Perform other duties and projects as required to meet changing business and client needs.

Requirements

• University degree or equivalent qualification.
• 5–7 years of relevant experience in customer service, insurance operations, financial services, or a similar regulated environment.
• Frontline or counter servicing experience preferred.
• Good knowledge of life insurance servicing and frontline operations.
• Strong customer service, communication, and problem-solving skills.
• Digital mindset with the ability to support self-service, system testing, and service improvements.
• Good analytical skills and proficiency in Microsoft Excel and PowerPoint.
• Good command of written and spoken English and Chinese, including Cantonese.
• Strong teamwork, adaptability, and attention to accuracy, confidentiality, and controls.

Sun Life offers a 5-day workweek, attractive salary, MPF, group life and group medical insurance, and excellent career development opportunities.