Client Advocate

Sun Life • Wellesley, MA

33d

About The Position

The Opportunity The Client Advocate is responsible for the intake and resolution of client inquiries, issues, and or general service requests. The position is accountable for bringing all client issues to resolution accurately, efficiently and to the client’s satisfaction. The Client Advocate partners with CREs, brokers and internal service departments to ensure positive client experiences with Sun Life that leads to retention and growth of the assigned block of business. How you will contribute Facilitates 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 BA and their benefit plans; owns the issue and provides knowledgeable and timely service to clients, brokers and internal partners Accountable for coordinating any special BA 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 Fulfills customized reporting requests from clients Submits and provides all necessary data for amendments 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, EBR and other internal departments to oversee resolution of issues to the client’s satisfaction Maintains complete documentation of all activities in Salesforce Utilize/update 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. 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

Requirements

• Demonstrated Group Product knowledge proficiency in Short-Term Disability, Long Term Disability, Life, Leave / Absence and Supplemental Health
• Ability to work accurately and effectively in a fast paced environment
• Ability to actively listen to clients, pay attention to their 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, accurate and effective client service
• Ability to influence the horizontal process and influence the owners of each part of the process
• Excellent problem solving skills
• Experience in effectively analyzing issues and identifying root causes to prevent re-occurrence
• Strong knowledge of systems and technology
• Strong verbal and written communication skills
• Thorough comprehension of contract provisions and administrative policies and procedures
• 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
• Proficient with Microsoft Tools including PowerPoint, Word and Excel
• Knowledge of Salesforce
• College degree preferred
• Two years client service experience or equivalent experience in Insurance or Employee Benefits

Responsibilities

• Facilitates expedient and accurate resolution to client inquiries/issues/concerns to the client’s satisfaction
• Accountable for coordinating any special BA 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
• Fulfills customized reporting requests from clients
• Submits and provides all necessary data for amendments including the generation and submission of necessary documentation that will allow for completion of complex amendments
• Develops and maintains excellent working relationships with the CRE, EBR and other internal departments to oversee resolution of issues to the client’s satisfaction
• Maintains complete documentation of all activities in Salesforce
• Utilize/update 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.
• 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

Benefits

• At Sun Life, 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.
• Proudly Great Place to Work® Certified in Canada and the U.S., 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 5,001-10,000 employees