Senior Client Advocate

Overview

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.

Visit our website to discover how Sun Life is making life brighter for our customers, partners and communities.

As Senior Client Advocate, you will facilitate expedient and accurate resolution to client inquiries/issues/concerns to the client's satisfaction - the client includes home office/field partners, brokers and policyholders, provides front-line service for all matters important to the Benefit Administrator and their benefit plans; owns the issue and provides knowledgeable and timely service to clients, brokers and internal partners.

• Accountable for coordinating any special Benefit Administrator requests - service recovery, exceptions, and other special requests with all impacted service teams
• Manages, follows-through, and resolves all client inquiries, issues, and concerns through collaboration with internal partners
• Develops and maintains customized reporting requests from clients
• Submits and provides all necessary data for amendments/revisions including the generation and submission of necessary documentation that will allow for completion of complex amendments; partners with internal teams to resolve any questions or issues required to complete the amendment
• Develops and maintains excellent working relationships with the CRE/Sr. CRE, E  and other internal departments to oversee resolution of issues to the client's satisfaction
• Maintains a comprehensive knowledge of the Absence Management product, processes and related laws (national, state, local)
• Acts as back-up for the CRE/Sr. CRE on the assigned block of business when they are unavailable (i.e. extended business travel, vacation, etc.)
• Maintains complete documentation of all activities in Salesforce
• Utilizes/updates administrative systems/platforms
• Identify and drive continuous improvements. Analyze trends and perform root cause analysis to partner with internal teams on continuous improvement opportunities
• Escalate issues with root cause analysis to inform the overall strategy for improving the client experience
• Recommends innovative ideas that can drive the ongoing growth of our book of business
• Identify and respond to changes in external environment and client needs
• Identify areas for Sun Life to bolster performance and meaningful ways to measure and value client relationships
• Monitors and tracks Service Guarantee / Performance Guarantee performance, delivers Client outcome when appropriate
• Documents and tracks Service Escalations and Complaints in Salesforce and Complaint Management System
• Demonstrate a capability for mentoring toward the development of their peers

• Demonstrated deep Group Employee Benefits product knowledge; proficiency in Short-Term Disability, Long Term Disability, Life, Leave / Absence Management and Supplemental Health
• 5+ years of client service experience; with specific experience working on large, complex, key, or strategic accounts preferred
• College degree preferred
• Ability to work accurately and effectively in a fast-paced environment
• Ability to actively listen to clients (specifically complex clients), paying attention to their customized needs, wants, likes, dislikes, trends, ideas and suggestions
• Knowledgeable, service-oriented professional approach
• Ability to flex and adapt in a rapidly changing work environment
• Proven record of providing strong, timely, accurate and effective client service
• Ability to influence the horizontal process and influence the internal owners of each part of the process
• Excellent problem solving skills
• Demonstrated expertise in analyzing issues and identifying root causes to prevent reoccurrence
• Strong knowledge of systems and technology and ability to find ways to apply Sun Life capabilities to unique large client needs
• Excellent verbal and written communication skills
• Thorough comprehension of contract provisions and administrative policies and procedures
• Extensive, in-depth knowledge of group insurance products and processes
• Displays integrity through transparency, honest dealings, predictable reactions and well-controlled emotions. Demonstrates the ability to be fair and consistent in all professional dealings. Regularly acknowledges each team member s contributions and successes to the team
• Proficient with Microsoft Tools including PowerPoint, Word and Excel
• Knowledge of Salesforce
• Ability to work with Underwriting to review and understand Plan performance and financial performance of the Client

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