• Job Description

  Req#: JR00090566

  You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. Discover how you can make a difference in the lives of individuals, families and communities around the world.

  Job Description:

  The opportunity:

  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.

  How you will contribute:

  • 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 bring with you:

  Two years of client service experience; ideally within the Insurance or Group Employee Benefits

  College Degree, preferred

  • Demonstrated Group Product knowledge proficiency in Short-Term Disability, Long Term Disability, Life, Leave / Absence and Supplemental Health
  • 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
  • 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
  • Proficient with Microsoft Tools including PowerPoint, Word and Excel
  • Knowledge of Salesforce

  Do you see yourself in this role even if you haven’t checked all the boxes above? We welcome all talented candidates and are committed to a culture that represents diversity in all forms. If you think you might thrive in this setting, we would love to hear from you.

  Not ready to apply yet but want to stay in touch? Join our talent community to stay connected until the time is right for you!

  Life is brighter when you work at Sun Life

  • Excellent benefits and wellness programs to support the three pillars of your well-being – mental, physical and financial – including generous vacation and sick time, market-leading paid family, parental and adoption leave, a partially-paid sabbatical program, medical plans, company paid life and AD&D insurance as well as disability programs and more
  • Retirement and Stock Purchase programs to help build and enhance your future financial security including a 401(k) plan with an employer-paid match as well as an employer-funded retirement account
  • A flexible work environment with a friendly, caring, collaborative and inclusive culture
  • Great Place to Work® Certified in Canada and the U.S.

  • Named as a “Top 10” employer by the Boston Globe's “Top Places to Work” two years running

  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

  If you are a California resident , the salary range for this position is:

  Southern region: 61,700-92,600 annually

  Central region: 65,000-97,500 annually

  Northern region: 69,500-104,300 annually

  If you are a Colorado resident , the salary range for this position is 58,900-88,400 annually.

  If you are a New York resident , the salary range for this position is 69,500-104,300 annually.

  If you are Washington resident , the salary range for this position is 65,000-97,500 annually.

  We consider various factors in determining actual pay including your skills, qualifications, and experience. In addition to salary, this position is eligible for incentive awards based on individual and business performance as well as a broad range of competitive benefits.

  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.

  At Sun Life we strive to create a flexible work environment where our employees are empowered to do their best work. Several flexible work options are available and can be discussed throughout the selection process depending on the role requirements and individual needs.

  Our Affirmative Action Program affirms our commitment to make reasonable accommodation to the known physical or mental limitation of otherwise-qualified individuals with disabilities or special disabled veterans, unless the accommodation would impose an undue hardship on the operation of our business. Please email recruitingUS@sunlife.com to request an accommodation.

  At Sun Life we strive to create a flexible work environment where our employees are empowered to do their best work. Several flexible work options are available and can be discussed throughout the selection process depending on the role requirements and individual needs.

  For applicants residing in California, please read our employee California Privacy Policy and Notice.

  Job Category:

  Sales - Distribution Support

  Posting End Date:

  24/02/2024

  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

• About the company

  Sun Life Financial Inc. is a Canadian financial services company.

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