Client Advocate

Sun Life U.S. is one of the largest providers of employee and government benefits, helping approximately 50 million Americans access the care and coverage they need. Through employers, industry partners and government programs, Sun Life U.S. offers a portfolio of benefits and services, including dental, vision, disability, absence management, life, supplemental health, medical stop-loss insurance, and healthcare navigation. We have more than 6,400 employees and associates in our partner dental practices and operate nationwide.

Visit our website to discover how Sun Life is making life brighter for our customers, partners and communities.

The Opportunity

The Client Advocate is responsible for the intake and resolution of client inquiries, issues, and or general service requests. The position is accountable for bringing all client issues to resolution accurately, efficiently and to the client's satisfaction. The Client Advocate partners with CREs, brokers and internal service departments to ensure positive client experiences with Sun Life that leads to retention and growth of the assigned block of business.

How you will contribute

• Facilitates expedient and accurate resolution to client inquiries/issues/concerns to the client's satisfaction - the client includes home office/field partners, brokers and policyholders, provides front-line service for all matters important to the BA and their benefit plans; owns the issue and provides knowledgeable and timely service to clients, brokers and internal partners
• Accountable for coordinating any special BA 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
• Fulfills customized reporting requests from clients
• Submits and provides all necessary data for amendments 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, EBR and other internal departments to oversee resolution of issues to the client's satisfaction
• Maintains complete documentation of all activities in Salesforce
• Utilize/update 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.
• 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, delivers Client outcome when appropriate
• Documents and tracks Service Escalations and Complaints in Salesforce and Complaint Management System

What you will bring with you

• Demonstrated Group Product knowledge proficiency in Short-Term Disability, Long Term Disability, Life, Leave / Absence and Supplemental Health
• Ability to work accurately and effectively in a fast paced environment
• Ability to actively listen to clients, pay attention to their needs, wants, likes, dislikes, trends, ideas and suggestions
• Knowledgeable, service-oriented professional approach
• Ability to flex and adapt in a rapidly changing work environment
• Proven record of providing strong, accurate and effective client service
• Ability to influence the horizontal process and influence the owners of each part of the process
• Excellent problem solving skills
• Experience in effectively analyzing issues and identifying root causes to prevent re-occurrence
• Strong knowledge of systems and technology
• Strong verbal and written communication skills
• Thorough comprehension of contract provisions and administrative policies and procedures
• In-depth knowledge of group insurance products and processes
• Displays integrity through transparency, honest dealings, predictable reactions and well-controlled emotions; demonstrates the ability to be fair and consistent in all professional dealings
• Proficient with Microsoft Tools including PowerPoint, Word and Excel
• Knowledge of Salesforce

Education and Work Experience

• College degree preferred
• Two years client service experience or equivalent experience in Insurance or Employee Benefits

At our company, we are committed to pay transparency and equity. The salary range for this role is competitive nationwide, and we strive to ensure that compensation is fair and equitable. Your actual base salary will be determined based on your unique skills, qualifications, experience, education, and geographic location. In addition to your base salary, this position is eligible for a discretionary annual incentive award based on your individual performance as well as the overall performance of the business. We are dedicated to creating a work environment where everyone is rewarded for their contributions. National Salary Range: 58,000-88,200

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We are committed to fostering an inclusive environment where all employees feel they belong, are supported and empowered to thrive. We are dedicated to building teams with varied experiences, backgrounds, perspectives and ideas that benefit our colleagues, clients, and the communities where we operate. We encourage applications from qualified individuals from all backgrounds.

Life is brighter when you work at Sun Life

At Sun Life, we prioritize your well-being with comprehensive benefits, including generous vacation and sick time, market-leading paid family, parental and adoption leave, medical coverage, company paid life and AD&D insurance, disability programs and a partially paid sabbatical program. Plan for your future with our 401(k) employer match, stock purchase options and an employer-funded retirement account. Enjoy a flexible, inclusive and collaborative work environment that supports career growth. We're proud to be recognized in our communities as a top employer. Proudly Great Place to Work Certified in Canada and the U.S., we've also been recognized as a "Top 10" employer by the Boston Globe's "Top Places to Work" for two years in a row. Visit our website to learn more about our benefits and recognition within our communities.

We will make reasonable accommodations to the known physical or mental limitations of otherwise-qualified individuals with disabilities or special disabled veterans, unless the accommodation would impose an undue hardship on the operation of our business. Please email thebrightside@sunlife.comto request an accommodation.

For applicants residing in California, please read our employee California Privacy Policy and Notice.

We do not require or administer lie detector tests as a condition of employment or continued employment.

Sun Life will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including applicable fair chance ordinances.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.