Individual Customer Service Co-Ordinator
On-site · Waterford, Munster, Ireland
Job Summary
Provide phone-based primary contact support to Sun Life U.S. clients from a Waterford, Ireland site, handling inquiries about policy values, product features, and forms for Whole Life, Term Life, and Universal Life insurance. Responsibilities include processing policy-related forms, explaining policy summaries and notices, researching policy details, and escalating issues as needed. Collaborate with the IFM Client Services team to meet SLAs and KPIs in a hybrid remote/in-office environment. Requires 1-2 years of customer service experience with a degree or equivalent preferred; familiarity with insurance products is advantageous; strong interpersonal, written and verbal communication, empathy, multitasking, attention to detail, and problem-solving skills. Likely a mid-level role with emphasis on teamwork, service quality, and continuous improvement.
Required Qualifications
- 1-2 years of customer service experience
- Degree or equivalent experience preferred (not mandatory)
- Familiarity with insurance products is advantageous
- Excellent interpersonal and communication skills
- Professional and empathetic telephone manner
- Proficient computer skills
- Team-oriented with punctuality and adherence to schedules
- Strong research and follow-up skills
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