Dedicated Client Liaison - On Site; Detroit Metro Area)

Position: Dedicated Client Liaison - Hybrid Role with 2 days On Site (Detroit Metro Area)
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* Job Description:

**** This role has a weekly hybrid work schedule with two days per week on site at the client location in Fraser MI.*
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* The opportunity:

** In the position of On-site 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.  
** On-site attendance at Client facilities is a required responsibility of this position.
** You must be available to attend meetings and be on site with the client two days a week at the Fraser location. Also, you must be able to visit the client's second location in Saline once a month.  
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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 thorough audits, and effectively communicate relevant information to the Client in a clear, concise, and easily digestible format.
* Perform root cause analysis and proactively communicate with Sun…