Sun Life

Senior Client Advocate

Sun Life

full-time

Posted on:

Location Type: Remote

Location: Connecticut • Maine • United States

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Salary

💰 $73,200 - $109,800 per year

Job Level

Senior

About the role

  • Facilitate expedient and accurate resolution to client inquiries/issues/concerns to the client’s satisfaction
  • Provide front-line service for all matters important to the Benefit Administrator and their benefit plans
  • Own the issue and provide knowledgeable and timely service to clients, brokers and internal partners
  • Accountable for coordinating any special Benefit Administrator requests- service recovery, exceptions, and other special requests with all impacted service teams
  • Manages, follows-through, and resolves all client inquiries, issues, and concerns through collaboration with internal partners
  • Develops and maintains customized reporting requests from clients
  • Submits and provides all necessary data for amendments/revisions including the generation and submission of necessary documentation that will allow for completion of complex amendments
  • Partners with internal teams to resolve any questions or issues required to complete the amendment
  • Develops and maintains excellent working relationships with the CRE/Sr. CRE, EBR and other internal departments to oversee resolution of issues to the client’s satisfaction
  • Maintains a comprehensive knowledge of the Absence Management product, processes and related laws (national, state, local)
  • Acts as back-up for the CRE/Sr. CRE on the assigned block of business when they are unavailable
  • Maintains complete documentation of all activities in Salesforce
  • Utilizes/updates administrative systems/platforms
  • Identify and drive continuous improvements
  • Analyze trends and perform root cause analysis to partner with internal teams on continuous improvement opportunities
  • Escalate issues with root cause analysis to inform the overall strategy for improving the client experience
  • Recommends innovative ideas that can drive the ongoing growth of our book of business
  • Identify and respond to changes in external environment and client needs
  • Identify areas for Sun Life to bolster performance and meaningful ways to measure and value client relationships
  • Monitors and tracks Service Guarantee / Performance Guarantee performance

Requirements

  • 5+ years of client service experience
  • Demonstrated deep Group Employee Benefits product knowledge; proficiency in Short-Term Disability, Long Term Disability, Life, Leave / Absence Management and Supplemental Health
  • College degree preferred
  • Ability to work accurately and effectively in a fast-paced environment
  • Ability to actively listen to clients (specifically complex clients)
  • Knowledgeable, service-oriented professional approach
  • Proven record of providing strong, timely, accurate and effective client service
  • Ability to influence the horizontal process and influence the internal owners of each part of the process
  • Excellent problem solving skills
  • Demonstrated expertise in analyzing issues and identifying root causes to prevent reoccurrence
  • Strong knowledge of systems and technology and ability to find ways to apply Sun Life capabilities to unique large client needs
  • Excellent verbal and written communication skills
  • Thorough comprehension of contract provisions and administrative policies and procedures
  • Extensive, in-depth knowledge of group insurance products and processes
Benefits
  • medical coverage
  • company paid life and AD&D insurance
  • disability programs
  • partially paid sabbatical program
  • 401(k) employer match
  • stock purchase options
  • generous vacation and sick time
  • market-leading paid family, parental and adoption leave
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Group Employee BenefitsShort-Term DisabilityLong-Term DisabilityLife InsuranceLeave ManagementAbsence ManagementSupplemental Healthroot cause analysisreportingcontract provisions
Soft Skills
client serviceactive listeningproblem solvinginfluencingservice-orientedcommunicationcollaborationcontinuous improvementrelationship managementattention to detail