Client Liaison

Requirements

• Bachelor's degree preferred
• Minimum of 3+ years of related work experience
• Thorough experience administering disability and absence
• In-depth knowledge of group insurance products/processes and paid leave administration programs
• Deep understanding of leave of absence processes, including eligibility requirements, documentation, and coordination with other benefits
• Excellent customer service skills
• Strong written and oral communication skills
• Strong self-motivation, adaptability, and initiative
• Ability to work with diverse people and handle difficult customer service situations
• Proficiency in Microsoft Office programs, including Word, Excel, PowerPoint, and Outlook
• Ability to interpret reports and apply basic data analysis
• Must be able to work Central Time Zone hours
• Must be available for on-site attendance at Client facilities and Sun Life offices as business needs dictate
• Business travel is an essential function; approximately 10% of work time may involve travel

Demonstrates expertise in employee benefits administration, including disability and absence management, while providing exceptional customer service and effective communication with diverse stakeholders. Proficient in analyzing data and reports to enhance service performance and client relationships.

• Employee Benefits Administration
• Disability Management
• Leave of Absence Processes
• Customer Service Skills
• Microsoft Office Proficiency

• Disability Administration
• Absence Management
• Group Insurance Knowledge
• Paid Leave Administration
• Data Analysis Report Interpretation
• Benefit Claims Processing
• Root Cause Analysis
• Client Training Development
• Benefit Administration

• Excellent Communication Skills
• Self-Motivation
• Adaptability
• Initiative
• Interpersonal Skills

• Employee Benefits
• Absence Management Programs
• Disability Coverage
• Evidence of Insurability
• Client Relationship Management

• Microsoft Word
• Microsoft Excel
• Microsoft Power Point
• Microsoft Outlook
• Client Administration Systems

• Support intake, coordination, and resolution of inquiries, issues, and service requests related to the Client's employee benefits package
• Provide support for absence, applicable PFMLs, short- and long-term disability, accommodation services, and other Sun Life services
• Drive Client issues to accurate and timely resolution
• Partner with Client HR/benefits teams, payroll, employee relations, managers, and other stakeholders
• Engage directly with Client employees to explain benefits and available resources
• Build and maintain knowledge of the Client's in-force Sun Life benefits
• Coordinate accurate processing of employee benefits
• Assist with benefit claims submission and monitor claim progression
• Support employees through return-to-work processes
• Support employees through the Evidence of Insurability process
• Participate in Client meetings and answer questions about Sun Life benefits
• Provide guidance on benefit administration, disability coverage, paid leave administration, and plan management
• Use Client administration systems to gather employee status information
• Create and deliver Client-facing training and presentations
• Analyze reports, conduct audits, and communicate findings to the Client
• Perform root cause analysis and communicate trends and service needs to Sun Life teams
• Implement enhancements to benefit administration clarity and measure outcomes
• Identify opportunities to improve service performance and measure the Client relationship