Client Advocate

Sun Life • Kansas City, MO

1d • Remote

About The Position

Sun Life U.S. is seeking a Client Advocate to support clients in the Central and Eastern Standard Time Zones. In this role, you will be responsible for the intake and resolution of customer inquiries, problems, and service requests for approximately 1000 lives. You will act as the primary issue resolution owner, taking ownership of issues from beginning to end and coordinating with all necessary 'back office' areas to resolve them. You will also serve as the daily point of contact for customer inquiries via calls, emails, and web chats, track activities in CRM, and fulfill reporting requests from customers. This role involves identifying and driving business changes and continuous improvements by analyzing trends and performing root cause analysis with internal partners from claims, Underwriting, etc.

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.
• Thorough understanding of 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

• Intake and resolution of Customer (U1000 lives) inquiries, problems and/or service requests.
• Act as the primary issue resolution owner and be responsible for resolving any Customer problems or issues.
• Take ownership of issues from beginning to end.
• Coordinate with all necessary 'back office' areas to resolve issues.
• Organize, oversee, manage, monitor and follow through on issue resolution.
• Act as the daily point of contact for any customer inquiries (calls, emails, web chats, 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.

What This Job Offers

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