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:

Location: We support US flexible working arrangements in the contiguous 48 states.   

At Sun Life, we look for optimistic people who want to make life brighter for our Clients. We understand the value of diverse cultures, perspectives, and identities, and want you to bring your full and authentic self to work. Every day, you’ll be empowered and challenged by working with dynamic colleagues to find new and innovative ways to make Sun Life the best benefits company in America.  

The opportunity:  

The Sr. Client Advocate is responsible for the intake and resolution of client inquiries, issues, and or general service requests for our most complex clients, including but not limited to:

Large clients or blocks of clients with complex benefit plans and administration

Clients who purchase Absence Management services with Sun Life

Clients with complex technology needs including Application Program Interface (API), Reverse File Feeds (Payroll and Time and Attendance)

The position is accountable for bringing all client issues to resolution accurately, efficiently and timely. The Sr. Client Advocate partners with CREs or Sr. CREs and internal 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 Benefit Administrator and their benefit plans; owns the issue and provides 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 (i.e. extended business travel, vacation, etc.)

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, delivers Client outcome when appropriate

Documents and tracks Service Escalations and Complaints in Salesforce and Complaint Management System

Demonstrate a capability for mentoring toward the development of their peers

What you will bring with you:  

Ability to work accurately and effectively in a fast-paced environment

Ability to actively listen to clients (specifically complex clients), paying attention to their customized 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, 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

Displays integrity through transparency, honest dealings, predictable reactions and well-controlled emotions. Demonstrates the ability to be fair and consistent in all professional dealings. Regularly acknowledges each team member’s contributions and successes to the team

Ability to work with Underwriting to review and understand Plan performance and financial performance of the Client

Ability to work with a diverse range of people

Group Benefits product knowledge & proficiency with Short-Term Disability, Long Term Disability, Life, Leave / Absence and Supplemental Health

5+ years of client service experience; with specific experience working on large, complex, key, or strategic accounts

Proficient with Microsoft Tools including PowerPoint, Word and Excel

Knowledge of Salesforce

College degree, preferred

Do you see yourself in this role even if you haven’t checked all the boxes above? We welcome all talented candidates and are committed to a culture that represents diversity in all forms. If you think you might thrive in this setting, we would love to hear from you.  

Not ready to apply yet but want to stay in touch? Join our talent community to stay connected until the time is right for you!  

Life is brighter when you work at Sun Life  

Excellent benefits and wellness programs to support the three pillars of your well-being – mental, physical and financial – including generous vacation and sick time, market-leading paid family, parental and adoption leave, a partially-paid sabbatical program, medical plans, company paid life and AD&D insurance as well as disability programs and more  

Retirement and Stock Purchase programs to help build and enhance your future financial security including a 401(k) plan with an employer-paid match as well as an employer-funded retirement account   

A flexible work environment with a friendly, caring, collaborative and inclusive culture   

Great Place to Work® Certified in Canada and the U.S.   

Named as a “Top 10” employer by the Boston Globe's “Top Places to Work” two years running  

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.  

Salary Range: $71,000 - $106,500

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.

Sun Life Financial is a leading provider of group insurance benefits in the U.S., helping people protect what they love about their lives. More than just a name, Sun Life symbolizes our brand promise of making life brighter -for our customers, partners, and communities. Join our talented, diverse workforce and launch a rewarding career. Visit us at www.sunlife.com/us to learn more.  

At Sun Life we strive to create a flexible work environment where our employees are empowered to do their best work. Several flexible work options are available and can be discussed throughout the selection process depending on the role requirements and individual needs.   

#LI-remote    

Our Affirmative Action Program affirms our commitment to make reasonable accommodation to the known physical or mental limitation 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.com to request an accommodation.

At Sun Life we strive to create a flexible work environment where our employees are empowered to do their best work. Several flexible work options are available and can be discussed throughout the selection process depending on the role requirements and individual needs.

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

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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.