Client Support Liaison

Sun Life Financial • Wellesley, MA

400d • $54,900 - $82,400

About The Position

The Client Support Liaison (CSL) at Sun Life is responsible for managing the group claims client experience for employers with fewer than 2000 enrolled employees. This role serves as the primary contact for the Client Relationship Executive (CRE) and the employer, focusing on enhancing client satisfaction with their group benefits program. The CSL acts as a trusted advisor, addressing client escalations, developing service recovery plans, and conducting claim segment reviews to identify gaps and training needs. The position emphasizes collaboration with internal teams to ensure a seamless claims experience and proactive client engagement.

Requirements

• 1-3 years of experience in Absence and ADA management.
• Knowledge of Employee Benefits and Group Benefit Services.
• Strong relationship management skills with the ability to build productive relationships.
• Ability to communicate effectively with clients regarding claims processes.
• Strong presentation, interpersonal, and communication skills.
• Proven consultation and client relationship skills.
• Strong analytical, mathematical, and problem-solving skills.

Nice To Haves

• Experience in the insurance industry or knowledge of competitor products.
• Demonstrated resilience and ability to adapt to changes.

Responsibilities

• Collaborate with internal personnel to meet client Group Claims expectations.
• Provide solutions while managing client experience objectives.
• Establish and maintain relationships with Employers/Brokers for benefit plans.
• Act as the primary contact for Group Claim inquiries and service recovery efforts.
• Assess and validate client claim needs on an ongoing basis.
• Develop custom reports to address unique client needs.
• Maintain relationships with internal service departments to resolve issues.
• Partner with Implementation Consultant for seamless product implementation.
• Conduct regular case reviews to assess client claims experience.
• Adjudicate claims when immediate action is required.
• Utilize data to influence trends for business cases and efficiencies.
• Participate in presentations representing Sun Life's group claims value story.
• Act as a liaison between clients and internal teams to find solutions.
• Conduct analysis of voice of the client surveys to improve experiences.

Benefits

• Generous vacation and sick time.
• Market-leading paid family, parental, and adoption leave.
• Partially-paid sabbatical program.
• Medical plans and company-paid life and AD&D insurance.
• Disability programs and retirement plans including a 401(k) with employer match.
• Flexible work environment with a collaborative culture.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Securities, Commodity Contracts, and Other Financial Investments and Related Activities
• Education Level: No Education Listed
• Number of Employees: 1,001-5,000 employees