Client Advocate - National Accounts

Job Description In this role, you will be responsible for intake and resolution of National Account block customer 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. Responsibilities Coordinate with all necessary back‑office areas to resolve, organize, oversee, manage, monitor, and follow through. Act as the secondary intake point for any Customer inquiries (calls, emails, web chats, etc.), with the Client Executive being the primary contact. Track activities in CRM. Responsible for fulfilling reporting requests from customers. Maintain tracking and reporting; identify and drive business changes and continuous improvements needed. Analyze trends and root cause; work with internal partners from claims and underwriting to identify improvement opportunities. Qualifications Very responsive, resolving service issues as quickly as possible. Develop solutions to customer needs/issues throughout the lifecycle of the case. Ability to work effectively in a fast‑paced environment. Active listening to customers, paying attention to their needs, wants, likes, dislikes, trends, ideas, and suggestions. Knowledgeable, service‑oriented professional approach. Flexibility and adaptability, willing to pitch in and support the team at all times. Proven record of providing strong and effective customer service. Ability to influence horizontal processes and the owners of each part of the process. Excellent problem‑solving skills with high energy and enthusiasm. Experience in analyzing issues and identifying root causes to prevent reoccurrence. Understanding of systems and technology. Strong verbal and written communication skills. Education & Experience Thorough understanding of contract provisions, administrative policies, and procedures. Bachelor's degree with 5+ years of experience or an equivalent combination of education and experience. Compensation National average base salary: $58,800–$88,200. Base salary will be determined based on your skills, qualifications, experience, education, and geographic location. The position is eligible for a discretionary annual incentive award based on individual performance and overall business performance. Benefits Comprehensive benefits including generous vacation and sick time, market‑leading paid family, parental, and adoption leave, medical coverage, company‑paid life and AD&D insurance, disability programs, partially paid sabbatical program, 401(k) employer match, stock purchase options, and an employer‑funded retirement account. Legal & Compliance We will make reasonable accommodations for individuals with disabilities or special disabled veterans, unless the accommodation would impose an undue hardship on the operation of our business. For applicants residing in California, please read our employee California Privacy Policy and Notice. We do not require or administer lie detector tests as a condition of employment or continued employment. EEO Statement 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. #J-18808-Ljbffr Sun Life