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Job Description:

Role and accountability

• Responsible to perform end-to-end activities for disbursement-related submissions made via email or other Sun Life’s digital submission platforms for all Lines of Business (SLOCPI, SLGFI, SLFPI).

• Responds to all disbursement-related requests in a timely, professional and courteous manner using the prescribed email templates and prescribed spiels/scripts via various Sun Life communication systems. 
• Accountable for accurate and timely processing of all types of cash and non-cash disbursement requests; ensuring daily requests submitted through email are properly accounted for, logged, monitored and completed within service levels and at no financial loss to the company.

Work duties and responsibilities

Acknowledges /answers all disbursement-related email inquiries and requests for all 3 lines of business (SLOCPI, SLGFI, SLFPI), both cash and non-cash in a timely, and courteous manner, using various pre-formatted correspondences and email templates while ensuring service levels are met.

• Policy Advances (loans)
• Dividend Withdrawals
• Anticipated Endowment benefit withdrawals
• VUL Fund withdrawals
• VUL Fund Switching
• Fund Allocation
• Policy surrenders

Adheres to disbursement transactions’ operating guidelines, control procedures and escalation process.

Creates work items in WMS for all disbursement requests received; immediately refers cases or requests beyond scope to the appropriate section/staff; provides timely updates as needed and ensuring completion of the transaction within service level.

Facilitates/Processes disbursement-related transactions accurately and completely, within the following service levels.

a) WMS PS TAT Compliance = 98%

b) Disbursement Accuracy= 100%

c) 100% Compliance with disbursement guidelines and procedures

d) No incidence of financial loss to the company

Prepares transmittal and release of disbursement checks; sends Credit-to-Account (CTA) letters using various pre-formatted correspondences.

Monitors all pending work items and ensures these are resolved within agreed upon TAT.  Follows through open work items/cases; coordinates with other units (Finance Treasury) and possible disbursement request access points (such as Client Service Center, Client Care, as needed) until resolved.

Job Category:

Customer Service / Operations

Posting End Date:

30/10/2024