Associate 2 (Disbursement)

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. You'll 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, you'll 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:

Disbursement Associate

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 disbursement requests; ensuring daily requests submitted through our digital platforms 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), of cash withdrawals 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
• Policy surrenders

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

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.
• Conducts outbound recorded calls to clients and advisor for additional validation, as required, in a professional, timely and polite manner using the prescribed scripts;

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.

Skills & Knowledge Required:

• Education  :  Bachelor’s degree holder
• Experience:   With at least 1 year related experience in customer service/insurance/financial industry
• GCF Level:    2 Associate

Core Professional/Technical Competencies Required:

• Client-centric
• Organized
• Attentive to details
• With good verbal  and written communication skills
• Collaborates effectively
• Preferably has knowledge of existing business practices and workflows, understands INGENIUM, PRISM, CAS, WMS, IPAC, SalesForce CRM, LGS, etc.
• Highly proficient in the use of MS Office and Windows applications

Job Category:

Customer Service / Operations

Posting End Date:

30/12/2025