Client Advocate

Job Description

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.

This role supports clients located in Central and Eastern Standard Time Zones. In this role, you will be responsible for intake and resolution of Customer (U1000 lives) inquiries, problems and/or service requests. You will act as the primary issue resolution owner and be responsible for resolving any Customer problems or issues. You will take ownership of issues from beginning to end.

• Coordinate with all necessary 'back office' areas to resolve - Organize, oversee, manage, monitor and follow through
• Act as the daily point of contact for any customer inquiries (calls, emails, web chats, etc.)
• Track activities in CRM
• Responsible for fulfilling reporting requests from customers
• Maintain tracking and reporting. Identify and drive business changes / continuous improvements needed
• Look at trends and root cause analysis and work with internal partners from claims, Underwriting, etc. to identify improvement opportunities

• You must be very responsive, resolving service issues as quickly as possible
• You will develop solutions to customer needs/issues during the entire lifecycle of the case
• Able to work effectively in a fast paced environment
• The ability to actively listen to customers, paying attention to their needs, wants, likes, dislikes, trends, ideas and suggestions is critical
• Knowledgeable, service oriented professional approach
• This role requires flexibility, adaptability and the ability to pitch in and support the team's work at all times
• Proven record of providing strong and effective customer service
• Ability to Influence the horizontal process and influence the owners of each part of the process
• Experience effectively analyzing issues and identifying root causes to prevent reoccurrence
• Understanding of systems and technology

• You should have a thorough understanding of contract provisions and administrative policies and procedures
• Experience with in the Group Employee Benefits Industry; with FMLA and Paid Statutory Leave experience required
• Bachelor's degree preferred
• 5+ years of client facing experience or an equivalent combination of education and experience
• Excellent problem solving skills and high energy and enthusiasm
• Strong verbal and written communication skills

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.

National Average Base Salary: 58,

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.

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. We will make reasonable accommodation 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.