Analyst 1
Sun Life Financial
Taguig, Manila
4d ago

Job Description : Position / Role Name

Position / Role Name

Analyst, Investor Services

Role Summary

This position is responsible for responding to all client requests and inquiries received through email, postal mail, Customer Feedback Forms and other written correspondences, accurately and in timely manner.

The role has processing functions within determined timeframes while ensuring liability and risks.

Main Responsibilities

Responds to email inquiries from clients, advisors and representatives accurately within the agreed turn-around time. Provides accurate information inquired following agreed service level standards and procedures.

Processes non-financial transactions such as but not limited to statement of accounts, confirmation of investments, official receipts, confirmation receipts, within the agreed turn-

around time , Completes information or document through coordination with the MF representatives; recommend appropriate disposition of transaction requests with insufficient information or documents Coordinates with MF Representatives, Bank distributions, Relationship managers and other channels on the submission of requirements and documentation or any other related transactions.

Handles the timely resolution of any query or concern coming from investors gathered through Call Center, Client Services Centers, SLAMCI Sales and / or Account Services.

Investigates and resolves any trades with pending issues or concerns. This will include making phone inquiries through the broker-

dealer firms, banks and / or agents. Assists in preparation of business requirements, update procedures, user test plan and conducts user testing as deemed necessary.

Assists in the conceptualization, development and implementation of new product enhancement geared towards :

  • Improving SLAMC’s services and attractiveness to existing clients
  • Improving client loyalty and retention
  • Typical reporting relationship

    Reports to Supervisor / Manager, Investor Services

    Minimum typical education

    Graduate of any 4-year College course

    Minimum typical experience

    With at least 3 to 5 years experience in a customer servicing function or other relevant profession

    Core Professional / Technical Competencies Required

    Abilities :

  • Well-developed prioritization and time management skills
  • With orientation to detail and ability to learn, retain, and apply considerable amounts of information gathered from different sources
  • Strong collaboration skills; demonstrated ability to partner with cross-functional business areas to achieve results
  • Knowledge :

  • Must possess keen interest in learning about the financial services industry
  • Core Soft / Transferable Competencies

  • Excellent in oral and written communication skills with ability to think quickly in a fast-paced environment.
  • Analytical and possesses reasoning skills needed to interpret data and make timely recommendations for continuous improvements.
  • Ability to work in a collaborative, team-oriented environment
  • Responds to inquiries using a client-centered approach that demonstrates flexibility and adaptability wherever possible
  • Listens openly and learns from others who have different perspectives, backgrounds, and / or styles.
  • Displays a can-do attitude and enthusiasm.
  • Seeks opportunities to learn and build new skills and knowledge, and asks for support when needed.
  • Development / Training to support Role Competencies

    Relevant Courses-Professional / Technical Competencies

  • Must pass the ICRCE Licensing Exam for Mutual Funds
  • Relevant Courses Soft / Transferable Competencies

    Job Category :

    Customer Service / Operations

    Posting End Date : 29 / 11 / 2019

    29 / 11 / 2019

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