Technical Writer

You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. Youll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, youll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. Discover how you can make a difference in the lives of individuals, families and communities around the world.

Job Description:

OVERALL PURPOSE:

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

SPECIFIC ACCOUNTABILITIES:

• Provides accurate information inquired following agreed service level standards and procedures
• Coordinates with backend support unit to ensure technical accuracy of computations and requirements needed by clients
• Coordinates with different sections and departments for written requests of policyholders requiring changes and adjustments in their policy records
• Acts as contact person for all Sunlink and Wecare projects and enhancements that directly affect e-Services unit.
• Logs all correspondence received in Salesforce accurately for tracking and monitoring purposes
• Maintains a monitoring system which classifies and tracks all business correspondences according to type and frequency of service request or complaint and status of case resolution
• Prepares appropriate reports for inclusion in the regular response report.
• Participates in special projects and initiatives as may be required.
• Assists other Technical Writers as ma be required.
  
  

• University degree graduate
  
  

• With 3 years experience in any front-line customer service function.
  
  

• With typing speed of at least 53 wpm.
• Knowledgeable on life insurance, VUL, pre-need and mutual funds
• Basic knowledge on regulations related to confidentiality, security controls and disclosures on client information.
• Basic knowledge on the following systems: Ingenium, CRM, Prism and MF Taps is preferred.
• Must be highly customer-oriented, and effective team player with high stress tolerance
• Excellent attendance.