Senior Client Advocate

Job Description As Senior Client Advocate, you will facilitate expedient and accurate resolution to client inquiries, issues, and concerns to the client’s satisfaction. You will provide front‑line service for all matters important to the Benefit Administrator and their benefit plans; own the issue and provide knowledgeable and timely service to clients, brokers and internal partners. Responsibilities Accountable for coordinating any special Benefit Administrator 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. Develops and maintains customized reporting requests from clients. Submits and provides all necessary data for amendments/revisions, 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/Sr. CRE, EBR and other internal departments to oversee resolution of issues to the client’s satisfaction. Maintains a comprehensive knowledge of the Absence Management product, processes and related laws (national, state, local). Acts as back‑up for the CRE/Sr. CRE on the assigned block of business when they are unavailable (e.g., extended business travel, vacation, etc.). Maintains complete documentation of all activities in Salesforce. Utilizes/updates administrative systems/platforms. Identifies and drives continuous improvements. Analyzes trends and performs root cause analysis to partner with internal teams on continuous improvement opportunities. Escalates issues with root cause analysis to inform the overall strategy for improving the client experience. Recommends innovative ideas that can drive the ongoing growth of the book of business. Identifies and responds to changes in external environment and client needs. Identifies areas for Sun Life to bolster performance and meaningful ways to measure and value client relationships. Monitors and tracks Service Guarantee / Performance Guarantee performance, delivering client outcomes when appropriate. Documents and tracks Service Escalations and Complaints in Salesforce and the Complaint Management System. Demonstrates a capability for mentoring peers toward their development. Qualifications Demonstrated deep Group Employee Benefits product knowledge; proficiency in Short‑Term Disability, Long‑Term Disability, Life, Leave/Absence Management and Supplemental Health. 5+ years of client service experience; with specific experience working on large, complex, key, or strategic accounts preferred. College degree preferred. Ability to work accurately and effectively in a fast‑paced environment. Ability to actively listen to clients (specifically complex clients), paying attention to their customized 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, timely, accurate and effective client service. Ability to influence the horizontal process and influence the internal owners of each part of the process. Excellent problem‑solving skills. Demonstrated expertise in analyzing issues and identifying root causes to prevent reoccurrence. Strong knowledge of systems and technology and ability to find ways to apply Sun Life capabilities to unique large client needs. Excellent verbal and written communication skills. Thorough comprehension of contract provisions and administrative policies and procedures. Extensive, 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. Regularly acknowledges each team member’s contributions and successes. Proficient with Microsoft Tools including PowerPoint, Word and Excel. Knowledge of Salesforce. Ability to work with Underwriting to review and understand Plan performance and financial performance of the Client. Salary & Benefits We are committed to pay transparency and equity. The salary range for this role is $73,200 - $109,800. 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 as well as the overall performance of the business. Equal Opportunity Statement We are committed to fostering an inclusive environment where all employees feel they belong, are supported and empowered to thrive. We encourage applications from qualified individuals from all backgrounds. 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. 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. We will make reasonable accommodations for the known physical or mental limitations 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 View email address on click.appcast.io to request an accommodation. #J-18808-Ljbffr