Why are you interested in a salaried Client Care Representative role at Sun Life, as opposed to a commission-based sales role? And how do you feel about working in a hybrid setup?
RoleCustomer Service Representative
DifficultyMedium
TopicCultural Fit
Asked at
Why This Is Asked
Ensures candidate understands the non-sales nature of the role and is genuinely interested in it long-term, and can adapt to hybrid work requirements.
General Approach
Be honest about preferring stability and service over sales pressure. Show you understand the insurance industry. Discuss how hybrid work enhances your productivity and work-life balance.
General Answer
Start by naming the appeal of a fixed salary without apologizing for it. Say plainly that a stable income lets you do your best work because you are not dividing your attention between the client's problem and your next commission target. That distinction matters in insurance, where clients often come in anxious and need patient, unhurried guidance. Explain that you see the Client Care Representative role as a service profession, not a sales backdoor, and that you are drawn to Sun Life specifically because the company's reputation in the Philippine market rests on trust and long-term relationships, not quick closings. On the hybrid setup, frame it as a practical advantage: you can focus deeply on complex cases at home, and use office days for collaboration with teammates and for the kind of informal coaching that is harder to get remotely. Acknowledge that hybrid work requires discipline, and say you have already built routines around shifting schedules and quiet workspaces. Close by tying both points together, noting that the role's stability and the flexible arrangement both support the same goal, which is delivering consistent, quality service to Filipino policyholders over the long run.
PH Interview Gotcha
Mistake: 'Ok lang po, kasi mas madali support kaysa sales, tapos hybrid pa.' Instead: 'I find purpose in resolving client concerns thoroughly, and a fixed salary lets me focus on quality service. The hybrid model also shows Sun Life values work-life integration, which I believe boosts long-term commitment.'
Sample STAR Answer▾
S
Situation
During my first year in BPO, I was cross-trained for both service and sales. I noticed that on sales days, I felt drained from constant upselling, whereas on service days, I felt fulfilled resolving issues.
T
Task
I needed to decide which career path suited me long-term.
A
Action
I evaluated my strengths: patience, active listening, and problem-solving. I also talked to senior colleagues in both tracks. I learned that a salaried support role offered consistent income and allowed me to help people without aggressive targets.
R
Result
I committed to pursuing customer service roles in companies with a strong support culture, like Sun Life. I'm also drawn to Sun Life's hybrid model because it shows trust and modernity.
Key Takeaway
Knowing your strengths and values leads to better career satisfaction.
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