Client Advocate - National Accounts

Job Opportunity: National Account Block Customer Service Representative

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.

What you will do:

• 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 / 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:

• The incumbent must be very responsive, resolving service issues as quickly as possible
• This role 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
• Excellent problem solving skills and high energy and enthusiasm
• Experience effectively analyzing issues and identifying root causes to prevent reoccurrence
• Understanding of systems and technology
• Strong verbal and written communication skills

Education & Experience:

• The incumbent should have a thorough understanding of contract provisions and administrative policies and procedures
• Bachelor's degree with 5+ years of experience or an equivalent combination of education and experience

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 as well as the overall performance of the business. We are dedicated to creating a work environment where everyone is rewarded for their contributions. National Average Base Salary: 58,800-88,200

We are committed to fostering an inclusive environment where all employees feel they belong, are supported and empowered to thrive. We are dedicated to building teams with varied experiences, backgrounds, perspectives and ideas that benefit our colleagues, clients, and the communities where we operate. We encourage applications from qualified individuals from all backgrounds.

Life is brighter when you work at Sun Life

At Sun Life, we prioritize your well-being with 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 and a partially paid sabbatical program. Plan for your future with our 401(k) employer match, stock purchase options and an employer-funded retirement account. Enjoy a flexible, inclusive and collaborative work environment that supports career growth. We're proud to be recognized in our communities as a top employer. Proudly Great Place to Work Certified in Canada and the U.S., we've also been recognized as a "Top 10" employer by the Boston Globe's "Top Places to Work" for two years in a row. Visit our website to learn more about our benefits and recognition within our communities.