Client Advocate

Sun Life•Wellesley, MA

3d•$58,800 - $88,200•Onsite

About The Position

This role supports clients working on Pacific Standard Time. In this role, you will be responsible for intake and resolution of group benefit customer (U1000 lives) 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

Must be very responsive, resolving service issues as quickly as possible
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
Experience effectively analyzing issues and identifying root causes to prevent reoccurrence
Understanding of systems and technology
Ability to work standard hours through 5PM PST
Thorough understanding of group benefit contract provisions and administrative policies and procedures
Experience within the Group Employee Benefits Industry; with FMLA and Paid Statutory Leave experience required
5+ years of client facing experience or an equivalent combination of education and experience
Excellent problem solving skills and high energy and enthusiasm
Strong verbal and written communication skills

Nice To Haves

Bachelor's degree preferred

Responsibilities

Coordinate with all necessary 'back office' areas to resolve - Organize, oversee, manage, monitor and follow through
Act as the daily point of contact for any customer inquiries (calls, emails, video conferences, etc.)
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 that supports career growth