Senior Client Advocate

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.

At Sun Life , we're driven by our Purpose: helping our Clients achieve lifetime financial security and live healthier lives. Our values shape how we work: caring, authentic, bold, inspiring, and impactful.

When you join Sun Life , you'll work with passionate colleagues and empowering leaders who support your growth and celebrate your contributions, so you can make a meaningful difference in our Clients' lives.

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

The Opportunity: This role supports clients working on Pacific Standard Time

In this role, you will be responsible for intake and resolution of group benefit customer (U1000 lives) inquiries, problems and/or service requests. You will act as the primary issue resolution owner and be responsible for resolving any Customer problems or issues. You will take ownership of issues from beginning to end.
How You Will Contribute:

- Coordinate with all necessary 'back office' areas to resolve - Organize, oversee, manage, monitor and follow through

- Act as the daily point of contact for any customer inquiries (calls, emails, video conferences, etc.)

- Track activities in CRM

- Responsible for fulfilling reporting requests from customers

- Maintain tracking and reporting. Identify and drive business changes / continuous improvements needed

- Look at trends and root cause analysis and work with internal partners from claims, Underwriting, etc. to identify improvement opportunities

What You Will Bring With You:

- You must be very responsive, resolving service issues as quickly as possible

- You will develop solutions to customer needs/issues during the entire lifecycle of the case

- Able to work effectively in a fast paced environment

- The ability to actively listen to customers, paying attention to their needs, wants, likes, dislikes, trends, ideas and suggestions is critical

- Knowledgeable, service oriented professional approach

- This role requires flexibility, adaptability and the ability to pitch in and support the team's work at all times

- Proven record of providing strong and effective customer service

- Ability to Influence the horizontal process and influence the owners of each part of the process

- Experience effectively analyzing issues and identifying root causes to prevent reoccurrence

- Understanding of systems and technology

- Ability to work standard hours through 5PM PST

Required Education & Skills:

- You should have a thorough understanding of group benefit contract provisions and administrative policies and procedures

- Experience within the Group Employee Benefits Industry; with FMLA and Paid Statutory Leave experience required

- Bachelor's degree preferred

- 5+ years of client facing experience or an equivalent combination of education and experience

- Excellent problem solving skills and high energy and enthusiasm

- Strong verbal and written communication skills

At our company, we are committed to pay transparency and equity. The salary range for this role is competitive nationwide, and we strive to ensure that compensation is fair and equitable. Your actual base salary will be determined based on your unique skills, qualifications, experience, education, and geographic location. In addition to your base salary, this position is eligible for a discretionary annual incentive award based on your individual performance a