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Featured Employers
Client Advocate
Company: Sun Life Financial
Location: US Telecommuter, MA
Employment Type: Full Time
Date Posted: 07/27/2021
Expire Date: 09/27/2021
Job Categories: Insurance
Job Description
Client Advocate
This role is available as a U.S telecommuter

What you will do:

The Client Advocate is responsible for the intake and resolution of client inquiries, issues, and or general service requests. The position is accountable for bringing all client issues to resolution accurately, efficiently and to the client’s satisfaction. The Client Advocate partners with CREs, brokers and internal service departments to ensure positive client experiences with Sun Life that leads to retention and growth of the assigned block of business.

Specific Accountabilities

Facilitates 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 BA and their benefit plans; owns the issue and provides knowledgeable and timely service to clients, brokers and internal partners
Accountable for coordinating any special BA 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
Fulfills customized reporting requests from clients
Submits and provides all necessary data for amendments 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, EBR and other internal departments to oversee resolution of issues to the client’s satisfaction
Maintains complete documentation of all activities in Salesforce
Utilize/update 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.
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

What you will need to succeed:

In-depth knowledge of group insurance products and processes
Ability to work accurately and effectively in a fast paced environment
Ability to actively listen to clients, pay attention to their 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, accurate and effective client service
Ability to influence the horizontal process and influence the owners of each part of the process
Excellent problem solving skills
Experience in effectively analyzing issues and identifying root causes to prevent reoccurrence
Strong knowledge of systems and technology
Strong verbal and written communication skills
Thorough comprehension of contract provisions and administrative policies and procedures
Displays integrity through transparency, honest dealings, predictable reactions and well-controlled emotions; demonstrates the ability to be fair and consistent in all professional dealings
Proficient with Microsoft Tools including PowerPoint, Word and Excel
Knowledge of Salesforce
Ability to work with a diverse range of people

Required Education and Skills:

Demonstrated Group Benefits Insurance Product knowledge; proficiency in Short-Term Disability, Long Term Disability, Life, Leave / Absence and Supplemental Health
2+ years of client service experience or equivalent industry experience in Insurance or Employee Benefits
College degree preferred

What is in it for you?

Excellent benefits with generous vacation and sick time, 401K match, noncontributory retirement plan, Paid Family Medical Leave, sabbatical program and much more

Friendly, collaborative and inclusive culture

Our agile work environment allows our employees the flexibility to give and feel their best at work

If you are a Colorado resident, the minimum starting salary for this position will be $72,500 annually. Sun Life will consider various factors in determining the actual pay including your skills, qualifications and experience. This position is also eligible for a broad range of competitive benefits including a choice of company-subsidized medical plans, consisting of network-based plans and plans offering the freedom to go to any provider and two company-subsidized dental plans. We also provide company-paid Basic Life and Accidental Death and Dismemberment (AD&D) insurance and Optional Life Insurance that you may purchase for additional coverage. We offer a very generous Paid Family & Medical Leave program, LTD and attractive vacation and sick time. We provide voluntary supplemental health programs such as Accident and Hospital insurance and Critical illness and Cancer insurance. Tax-advantaged accounts include Health Savings Accounts, Health Care and Dependent Care FSA accounts and Commuter Benefit accounts. Our 401(k) plan consists of a company match and employer sponsored contributions.

It is the policy of SLF U.S. that we will recruit, hire, train, and promote persons in all job titles, and ensure that all other personnel actions are administered, without regard to age, race, color, religion, national origin, ancestry, gender, sex (including but not limited to pregnancy, childbirth, or breastfeeding), sexual orientation, gender identity or expression, military or veteran status, physical or mental disability, medical condition, genetic information, marital status, or other legally protected status, and we will ensure that all employment decisions are based only on valid job requirements.

Sun Life Financial is a leading provider of group insurance benefits in the U.S., helping people protect what they love about their lives. More than just a name, Sun Life symbolizes our brand promise of making life brighter – for our customers, partners, and communities. Join our talented, diverse workforce and launch a rewarding career. Visit us at www.sunlife.com/us to learn more
Qualifications & Requirements
Required Education and Skills:

Demonstrated Group Benefits Insurance Product knowledge; proficiency in Short-Term Disability, Long Term Disability, Life, Leave / Absence and Supplemental Health
2+ years of client service experience or equivalent industry experience in Insurance or Employee Benefits
College degree preferred
Contact Information
Contact Name: Mary Lamb
Company Name: Sun Life Financial
Contact Email: mary.lamb@sunlife.com
Website: https://sunlife.wd3.myworkdayjobs.c...
Company Description:
Sun Life Financial is a leading provider of group insurance benefits in the U.S., helping people protect what they love about their lives. More than just a name, Sun Life symbolizes our brand promise of making life brighter – for our customers, partners, and communities. Join our talented, diverse workforce and launch a rewarding career. Visit us at www.sunlife.com/us to learn more.
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