Sun Life Financial Group Retirement Services (GRS)

Company Description

Sun Life Financial is a leading international financial services organization providing a diverse range of wealth accumulation and protection products and services to individuals and corporate customers. Tracing its roots back to 1865, Sun Life Financial and its partners today have operations in key markets worldwide, including Canada, the United States, the United Kingdom, Hong Kong, the Philippines, Japan, Indonesia, India, China and Bermuda.

Sun Life’s roots in Canada go back nearly 140 years when they began selling life insurance to Canadian families in 1871. Partnering with one out of three organizations in Canada, Sun Life GRS is the largest provider of group retirement services in Canada. They administer group retirement and savings plans to employees, administering more than 7,000 group plans with over 800,000 plan members.

Call Center Description

• Call centers are open 12/5 days a week
• 3 call centers
• Located in Toronto, Waterloo, Ontario; Montreal, Quebec
• Call center seats total approximately 75
• Serves individuals and group members with their annuities and retirement plans

SQM 2009 Awards

• Call Center World Class Certification – (Ontario & Quebec)
• CSR Finalists for CSR of the Year (Ashley Hanlon)
• Supervisor Finalist for Supervisor of the Year (Jeff Weber)
• Supervisor of the Year (Lisa Jones)

SQM 2008 and Prior Awards

• World Class Customer Satisfaction – Waterloo (2008, 2007); Montreal (2007)
• FCR Improvement Merit (2006)