Member Support Specialist

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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.

• Act as the primary contact for Members, answering inquiries and identifying solutions during peak times.
• Support and take ownership of member inquiries through inbound calls.
  • Some inquiries may require research and outbound follow‑up.
  • Focus on client group benefits plan details: eligibility, coverage, and claims.
  • Effectively listen, determine the best action, and resolve through documented processes.
  • Empathetically assist members through the claims process.
  • Provide feedback from clients to drive business changes.
• Achieve productivity, schedule adherence, and quality assurance expectations while demonstrating leadership competencies.
• Perform administrative duties within Claim Shared Services.
  • Review STD, LTD, Life, Life Waiver of Premium, and Absence Documents.
  • Manage Special Handling Process variations for each group.
  • Provide input, recommendations, and analysis to management.
  • Emphasize continuous improvement to enhance client experience or create efficiency.
  • Assign tasks based on criteria.
  • Identify complex diagnoses and handle accordingly.
  • Meet production goals and maintain high accuracy.
  • Respond to internal and external emails within required timeframe.
  • Assist with special project work or other duties as defined by business needs.
• Use both categories of skills to enhance or expedite the client experience.

• Responsive and resolve service issues with a sense of urgency.
• Flexibility to shift between responsibilities throughout the day.
• Identify trends from customer feedback to drive improved experience.
• Actively listen to customers, paying attention to needs, frustrations, and suggestions.
• Manage stressful situations with composed behavior, empathy, and understanding.
• Demonstrated aptitude in problem solving and thinking “outside the box.”
• Work effectively in a fast‑paced environment demanding high energy and passion for customer service.
• Commitment to flexibility, adaptability, and motivation to support the team at all times.
• Proven record of providing strong and effective customer service.
• Ambition to continuously learn and develop professionally through feedback and coaching.
• Solid systems and technology skills.
• Strong verbal and written communication skills.
• Proficiency with Windows and Microsoft Applications.
• Ability to work in a fast‑pace, high volume, and deadline‑driven environment.
• Strong working both independently and as part of a team.
• Bachelor’s degree or equivalent work experience preferred.

Salary Range: $40,600 – $54,800. The base salary is determined by skills, qualifications, experience, education, and geographic location. The position is eligible for a discretionary annual incentive award based on individual performance and overall business performance.

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, partially paid sabbatical program, 401(k) employer match, stock purchase options, and an employer‑funded retirement account. Sun Life prioritizes well‑being and offers an inclusive and collaborative work environment that supports career growth.

We will make reasonable accommodations to the known physical or mental limitations of otherwise‑qualified individuals with disabilities or special disabled veterans, unless such accommodation would impose an undue hardship on the operation of our 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.