Dedicated Client Liaison

Location: Northern

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* Job Description:

**** Please note that you must be bilingual and fluent in Spanish for this role.
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* The opportunity:

** In the position of Dedicated Client Liaison, you will be responsible for supporting the intake, coordination, and resolution of inquiries, issues, and service requests related to the Client’s employee benefits package. This includes absence, applicable PFMLs, short- and long-term disability, accommodation services, and other services provided by Sun Life to the Client. This role requires a deep understanding of employee benefits and the ability to translate that expertise into practical, effective workplace solutions that support both the Client and their employees.

You will be accountable for driving Client issues to accurate and timely resolution, while ensuring clear and consistent communication with the appropriate individuals and teams at Sun Life and the Client.

You will partner closely with stakeholders such as the Client human resources/benefits teams, payroll, employee relations, managers, and other personnel to answer questions, provide guidance, and support training or education related to Sun Life services. You may also engage directly with Client employees, offering guidance on their Sun Life-related benefits and helping them understand the resources and support available to them.

** You must be bilingual and fluent in Spanish for this role.
** When needed, on-site attendance at Client facilities and Sun Life offices is a required responsibility of this position. You must be available to attend in-person meetings as business needs dictate. Business travel is an essential function of your role. We estimate that you could spend approximately 10% of your work time on an annual basis traveling for work-related reasons, although the actual time required for travel may be smaller or greater than this estimate.
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* What you will do:

*** Proactively build and define your role in collaboration with the Client, service team, and people leader, identifying key responsibilities and translating them into measurable actions while remaining adaptable as responsibilities evolve and shift over time.
* Build and maintain a deep understanding of the Client’s in-force Sun Life benefits and apply that knowledge to support effective benefit administration, align with the Client’s processes, and deliver solutions that meet the needs of the Client and its employees.
* Manage and resolve all inquiries, issues, and concerns to the satisfaction of the person/group inquiring.
* Coordinate with relevant stakeholders to ensure accurate processing of employee benefits.
* Assist with benefit claims submission and monitor claim progression, providing status updates as needed.
* Partner with Client stakeholders to support employees through the return-to-work process, helping promote timely transitions and seamless workforce continuity.
* Support employees through the Evidence of Insurability (EOI) process by clearly explaining requirements, required actions, and available resources to help promote timely processing and a positive employee experience.
* Participate in various Client meetings to answer questions regarding Sun Life’s benefits.
* Proactively share insight and guidance on benefit administration, disability coverage, paid leave administration, and other plan management topics with the Client’s HR/benefits representatives and, when applicable, Client employees.
* Understand and, when needed, operate within the Client’s administration systems to gather employee status information.
* Create and deliver Client-facing training and/or presentations, including developing visual content and structuring information for clarity and impact.
* Analyze and leverage available reports, conduct…