Senior Client Relationship Executive

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.

The Senior Client Relationship Executive (SCRE) is responsible for the overall relationship and financial management of our most complex clients, including large clients or blocks of clients with complex benefit plans and administration requirements, clients who purchase Absence Management services with Sun Life, clients with complex technology needs such as Application Program Interface (API) and Reverse File Feeds (Payroll and Time and Attendance), and may assume team leadership responsibilities.

• Establishes and maintains productive, professional relationships with key personnel for assigned clients and brokers.
• Collaborates with SLF personnel, including support, service, and management resources, to meet client expectations, provide value‑added solutions, and achieve growth and persistency objectives.
• Meets annual retention targets, business growth targets (including cross‑sell), and client loyalty goals through Benefit Administrator (BA) satisfaction surveys.
• Proactively assesses, clarifies, and validates client needs on an ongoing basis, creating communication plans and relaying information to clients and brokers.
• Develops and maintains excellent working relationships with the Client Advocate and/or Sr. Client Advocate and other internal service departments to oversee resolution of issues.
• Participates in Finalist presentations representing the Sun Life account management and service value story.>
• Partners and collaborates with territory E /NAE  to ensure a mutual understanding of territory goals and objectives.
• Partners with Implementation Consultant throughout the implementation process.
• Partners with Benefit Education team to strategize on enrollment and re‑enrollment needs.
• Conducts consistent, proactive education/outreach communication with brokers/clients in the form of in‑person meetings, scheduled call‑outs, email, conference calls, webinars, etc.
• Conducts installation meeting after completion of the implementation process to educate BA's on Sun Life administrative policies and procedures (in person or by phone).
• Remains up to date on market changes that impact their BAs and provides consultation on how Sun Life may assist with their changing needs.
• Conducts regular case reviews with internal departments and with the client, reviews claims experience and administrative processes, identifies areas of concern, and collaborates with brokers, clients and internal teams to address problem areas and recommend additional Sun Life products/services.
• Facilitates the renewal process; accountable for renewal preparation and consultation with E /NAE  and Underwriting on overall service experience and client needs to best position the client to renew with Sun Life.
• Acts as the liaison for agency partners and internal team; displays active listening skills and bridges relationships between Policyholders and Home Office partners to lead the team to find creative solutions in selling, problem solving and team building.
• Effectively communicates, networks and builds relationships that can lead the team to find creative solutions in selling, problem solving and team building.
• Uses Salesforce to manage business, and ensures all relevant client and broker activities are documented.
• Travel required:
  
  50% to 60% of time depending on the territory.

• Displays integrity through transparency, honest dealings, predictable reactions and well‑controlled emotions.…