Dedicated Client Liaison

Dedicated Client Liaison

The opportunity:

In the position of Dedicated Client Liaison, you will be responsible for supporting the intake, coordination, and resolution of inquiries, issues, and service requests related to the Client's employee benefits package. This includes absence, applicable PFMLs, short- and long-term disability, accommodation services, and other services provided by Sun Life to the Client. This role requires a deep understanding of employee benefits and the ability to translate that expertise into practical, effective workplace solutions that support both the Client and their employees. You will be accountable for driving Client issues to accurate and timely resolution, while ensuring clear and consistent communication with the appropriate individuals and teams at Sun Life and the Client.

You will partner closely with stakeholders such as the Client human resources/benefits teams, payroll, employee relations, managers, and other personnel to answer questions, provide guidance, and support training or education related to Sun Life services. You may also engage directly with Client employees, offering guidance on their Sun Life-related benefits and helping them understand the resources and support available to them.

When needed, on-site attendance at Client facilities and Sun Life offices is a required responsibility of this position. You must be available to attend in-person meetings as business needs dictate. Business travel is an essential function of your role. We estimate that you could spend approximately 10% of your work time on an annual basis traveling for work-related reasons, although the actual time required for travel may be smaller or greater than this estimate. Must be able to work Central Time Zone Hours

What you will do:

• Proactively build and define your role in collaboration with the Client, service team, and people leader, identifying key responsibilities and translating them into measurable actions while remaining adaptable as responsibilities evolve and shift over time.
• Build and maintain a deep understanding of the Client's in-force Sun Life benefits and apply that knowledge to support effective benefit administration, align with the Client's processes, and deliver solutions that meet the needs of the Client and its employees.
• Manage and resolve all inquiries, issues, and concerns to the satisfaction of the person/group inquiring.
• Coordinate with relevant stakeholders to ensure accurate processing of employee benefits.
• Assist with benefit claims submission and monitor claim progression, providing status updates as needed.
• Partner with Client stakeholders to support employees through the return-to-work process, helping promote timely transitions and seamless workforce continuity.
• Support employees through the Evidence of Insurability (EOI) process by clearly explaining requirements, required actions, and available resources to help promote timely processing and a positive employee experience.
• Participate in various Client meetings to answer questions regarding Sun Life's benefits.
• Proactively share insight and guidance on benefit administration, disability coverage, paid leave administration, and other plan management topics with the Client's HR/benefits representatives and, when applicable, Client employees.
• Understand and, when needed, operate within the Client's administration systems to gather employee status information.
• Create and deliver Client-facing training and/or presentations, including developing visual content and structuring information for clarity and impact.
• Analyze and leverage available reports, conduct thorough audits, and effectively communicate relevant information to the Client in a clear, concise, and easily digestible format.
• Perform root cause analysis and proactively communicate with Sun Life service team regarding trends, needs, and employee level experience to continuously improve the Client experience.
• Identify and implement specific enhancements to benefit administration clarity with measurable success metrics such as reduced employee inquiries, improved satisfaction scores, and faster processing times.
• Identify areas for Sun Life to bolster performance of the services and meaningful ways to measure and value the Client relationship.

What you will bring with you:

• Bachelor's degree (preferred) and a minimum of 3+ years of related work experience.
• Thorough experience administering disability and absence.
• In-depth knowledge of group insurance products/processes and paid leave administration programs.
• A deep understanding of the leave of absence process, including eligibility requirements, documentation, and coordination with other benefits.
• Excellent customer services skills and strong written and oral communication skills.
• Strong self-motivation, adaptability, and initiative while supporting team efforts.
• Ability to work with a diverse range of people and handle difficult customer service situations.
• A strong understanding of systems and technology, including proficiency in Microsoft Office programs such as Word, Excel, PowerPoint, and Outlook.
• Ability to interpret reports and apply basic data analysis to support effective benefit administration and informed client decision-making.
• Comfort with ambiguity and a proactive approach to evolving your responsibilities, demonstrating flexibility to take on ownership of new responsibilities as they emerge and business needs develop.

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. Salary Range: $58,300 - $87,500