Client Advocate - National Accounts

Sun Life • Kansas City, MO

4d • $58,800 - $88,200 • Remote

About The Position

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.

Requirements

• 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
• 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

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 / continuous improvements needed
• Look at trends and root cause analysis and work with internal partners from claims, Underwriting, etc. to identify improvement opportunities

Benefits

• 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
• Employer-funded retirement account
• Flexible, inclusive and collaborative work environment

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level