Senior Client Advocate

Job Description At Sun Life, we look for optimistic people who want to make life brighter for our clients. We understand the value of diverse cultures, perspectives, and identities, and want you to bring your full and authentic self to work. Every day, you’ll be empowered and challenged by working with dynamic colleagues to find new and innovative ways to make Sun Life the best benefits company in America. The opportunity As Senior Client Advocate, you will facilitate 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 Benefit Administrator and their benefit plans; owns the issue and provides knowledgeable and timely service to clients, brokers and internal partners. How you will contribute 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 (i.e. extended business travel, vacation, etc.) Maintains complete documentation of all activities in Salesforce Utilizes/updates 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 Recommends innovative ideas that can drive the ongoing growth of our book of business 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 Demonstrate a capability for mentoring toward the development of their peers What you will bring with you 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 to the team 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 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. Salary Range: $73,200 - $109,800. Benefits 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. Great Place to Work Certified in Canada and the United States, 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. Legal and Equal Opportunity Statements We will make reasonable accommodations to 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. 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. Sun Life will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including applicable fair chance ordinances. 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