Member Support Specialist

Overview

Sun Life U.S. is one of the largest providers of employee and government benefits, helping approximately 50 million Americans access care and coverage. We offer a portfolio of benefits and services and operate nationwide with more than 6,400 employees and associates.

Job Description:

Member Support Specialists are the face to Sun Life's external clients. The role is accountable for the intake of all telephone calls and inquiries from claimants, policyholders, internal claims professionals, and Client Relationship Executives. The specialist upholds our commitment to the highest level of customer service to ensure client satisfaction.

• Act as the primary contact for Members; answer customer inquiries and identify solutions during peak times as needed.
• Support and take ownership of member inquiries and requests through inbound calls; some inquiries may require research and outbound follow-up.
• Inquiries will focus on aspects of the client’s group benefits plan, including eligibility, coverage and claims.
• Listen effectively to members and determine the best course of action. Most calls are resolved through documented processes.
• Empathetically assist the member through the claims process.
• Provide feedback from clients or observations to identify and drive business changes to improve the client experience.
• Achieve productivity, scheduled adherence, and quality assurance expectations; demonstrate leadership competencies that contribute to a successful team environment.

• When not supporting calls, perform administrative duties to facilitate new claim setup and management of existing claims within Claim Shared Services.
• Review STD, LTD, Life, Life Waiver of Premium, and Absence Documents.
• Manage Special Handling Process using group-specific instructions.
• Provide input and recommendations to management on business processes; emphasize Continuous Improvement to enhance client experience or efficiency.
• Assign tasks to the appropriate area based on criteria.
• Identify complex diagnoses and handle accordingly.
• Meet daily production goals; maintain high accuracy of work.
• Respond to all emails (internal and external) within the required timeframe.
• May assist in special project work or other duties as defined by business needs.
• Require working knowledge of claim processing procedures and system applications; use critical thinking, high accuracy, and multi-tasking to maintain pace and focus.
• Communicate effectively with various departments and clients.

• Exercise sound judgment to use skills to enhance or expedite the client experience.

• Urgent, responsive service orientation; resolve issues quickly.
• Flexibility to shift between responsibilities throughout the day.
• Ability to identify trends from feedback to improve the customer experience.
• Active listening to understand customer needs, frustrations, and suggestions.
• Calm, empathetic handling of stressful situations.
• Problem-solving aptitude and willingness to think creatively.
• Ability to thrive in a fast-paced environment with high energy and a passion for customer service.
• Flexibility, adaptability, and willingness to support the team as needed.
• Proven track record of strong customer service.
• Desire to learn and develop professionally through feedback and coaching.
• Solid systems and technology skills; strong verbal and written communication.
• Proficiency with Windows and Microsoft Applications.
• Ability to work independently and as part of a team; fast-paced, high-volume, deadline-driven environment.
• Bachelor’s degree or equivalent work experience preferred.

Salary Range: $40,600 - $54,800

At our company, we are committed to pay transparency and equity. The salary range for this role is competitive nationwide, and compensation is based on skills, qualifications, experience, education, and location. This position is eligible for a discretionary annual incentive award based on performance.

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