Client Advocate

Sun Life • Kansas City, MO

1d • $58,800 - $88,200

About The Position

Sun Life U.S. is hiring a Client Advocate to support clients located in the Central and Eastern Standard Time Zones. The role owns intake and resolution of customer inquiries, problems, and service requests for customers with up to 1,000 lives, taking issues from beginning to end and serving as the primary issue-resolution owner.

The Client Advocate is the daily point of contact for customer inquiries received by phone, email, web chat, and other channels. The role coordinates with back-office teams and internal partners, including Claims and Underwriting, to resolve issues, fulfill customer reporting requests, maintain activity tracking in CRM, and identify trends and root causes that can inform continuous improvement.

The position calls for a responsive, service-oriented professional who can develop solutions throughout the case lifecycle, work effectively in a fast-paced environment, listen closely to customers, and influence owners across horizontal processes. Sun Life offers a comprehensive benefits package and an annual incentive award opportunity. The national average base salary range is $58,800–$88,200.

Requirements

• Thorough understanding of contract provisions and administrative policies and procedures.
• Experience within the Group Employee Benefits industry.
• Experience with FMLA and Paid Statutory Leave is required.
• At least 5 years of client-facing experience, or an equivalent combination of education and experience.
• Proven record of providing strong and effective customer service.
• Ability to analyze issues and identify root causes to prevent recurrence.
• Excellent problem-solving skills, high energy, and enthusiasm.
• Strong verbal and written communication skills.
• Ability to work effectively in a fast-paced environment and be responsive in resolving service issues.
• Ability to actively listen and attend to customers’ needs, preferences, trends, ideas, and suggestions.
• Knowledgeable, service-oriented professional approach.
• Flexibility, adaptability, and willingness to support the team’s work.
• Understanding of systems and technology.

Nice To Haves

• Bachelor’s degree preferred.

Responsibilities

• Own intake and resolution of customer inquiries, problems, and service requests, taking issues from beginning to end.
• Coordinate, oversee, manage, monitor, and follow through with back-office areas needed to resolve customer issues.
• Act as the daily point of contact for customer inquiries by calls, emails, web chats, and other channels.
• Track activities in CRM.
• Fulfill reporting requests from customers.
• Maintain tracking and reporting and identify and drive business changes and continuous improvements.
• Analyze trends and root causes, working with internal partners such as Claims and Underwriting to identify improvement opportunities.
• Develop solutions to customer needs and issues throughout the case lifecycle.
• Influence horizontal processes and the owners of each part of those processes.

Benefits

• Generous vacation and sick time.
• 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 supporting career growth.
• Discretionary annual incentive award based on individual and overall business performance.

What This Job Offers

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