Member Support Representative

Job Description

Member Support Representatives are the face of Sun Life’s external clients. The role is responsible for intake of telephone calls and inquiries from claimants, policyholders, internal claims professionals and Client Relationship Executives. The position upholds our commitment to high customer service standards and client satisfaction.

• Act as the primary contact for members and answer inquiries, identifying solutions to problems.
• Support and take ownership of member inquiries and requests through inbound telephone calls, including research and outbound follow‑up when required.
• Address inquiries related to group benefits plans, including eligibility, coverage, and claims.
• Listen effectively to members and determine the best course of action, resolving most calls through documented processes.
• Assist members empathetically through the claims process.
• Provide feedback from clients and observations to drive business changes and improve client experience.
• Achieve productivity, scheduled adherence, and quality assurance expectations and exhibit leadership competencies that contribute to a successful team environment.

• Respond quickly to service issues with a sense of urgency.
• Identify trends based on customer feedback or self‑observations to improve the customer experience.
• Actively listen to customers, noting their needs, frustrations, and suggestions.
• Manage stressful situations with composure, empathy, and understanding.
• Demonstrate problem‑solving aptitude and creative thinking.
• Work effectively in a fast‑paced environment that demands high energy and a passion for customer service.
• Be flexible, adaptable, and motivated to support the team’s work at all times.
• Show a proven record of strong and effective customer service.
• Be ambitious to continuously learn and develop professionally through feedback and coaching.
• Have solid systems and technology skills.
• Possess strong verbal and written communication skills.
• Have a Bachelor’s degree or equivalent work experience (preferred).

Salary Range: $40,600 – $54,800

Benefits include 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. The company offers a 401(k) employer match, stock purchase options, and an employer‑funded retirement account.

We will make reasonable accommodations for 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 the business. Please email  to 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.