Dedicated Client Liaison (Bi-lingual)

Sun Life

2d•$58,300 - $87,500•Hybrid

About The Position

In the position of Dedicated Client Liaison, you will be responsible for the intake and resolution of inquiries, issues, and/or general service requests related to the Client’s employee benefits package, including life insurance, short- and long-term disability, absence, and supplemental benefits as well as other services provided by Sun Life to Client. This position requires not only deep understanding of benefits but also the ability to actively translate that knowledge into effective workplace solutions. The position is accountable for bringing all Client issues to resolution accurately, efficiently and in full communication to all appropriate individuals and teams at Sun Life and the Client. You will partner with various stakeholders such as client employees, the payroll department, human resources, benefits department, managers, and other personnel as needed to field questions and provide training/information regarding the services for the Client. You must be bilingual and fluent in Spanish for this role.

Requirements

Bilingual fluency in Spanish is required for this role.
Bachelor’s degree (preferred) and a minimum of 3+ years of related work experience.
Ability to navigate and demonstrate sensitivity to the dynamic of being a Sun Life employee dedicated to the Client’s worksite.
Thorough experience administering disability and absence.
In-depth knowledge of group insurance products/processes.
A deep understanding of the leave of absence process, including eligibility requirements, documentation, and coordination with other benefits.
Excellent customer services skills and superior written and oral communication skills.
Strong self-motivation, adaptability, and initiative while supporting team efforts.
Ability to work with a diverse range of people and handle difficult customer service situations.
A strong understanding of systems and technology, including proficiency in Microsoft Office programs such as Word, Excel, PowerPoint, and Outlook.
Comfort with ambiguity and a proactive approach to evolving your responsibilities, demonstrating flexibility to take on ownership of new responsibilities as they emerge and business needs develop.
Thorough understanding of utilizing reports and basic data analysis to support benefit administration, particularly in an On Demand Reporting Tool.
Ability to travel 10%

Responsibilities

Proactively build and define your role in collaboration with the Client, service team, and people leader, identifying key responsibilities and translating them into measurable actions while remaining adaptable as responsibilities evolve and shift over time.
Develop and maintain relationships with Client staff, vendors, consultants, Sun Life contacts, as well as team members in other offices.
Master knowledge of the Client’s in force Sun Life benefits and integrate knowledge into benefit plans, internal processes, and products to address the needs of the Client.
Manage and resolve all inquiries, issues, and concerns to the satisfaction of the person/group inquiring.
Coordinate with relevant stakeholders to ensure accurate processing of employee benefits.
Assist with benefit claims submission and monitor claim progression, providing status updates as needed.
Process and respond to Employer Verification Forms.
Participate in various Client team meetings to answer questions regarding Sun Life’s benefits.
Proactively share insight and guidance on benefit administration, disability coverages, paid leave administration, and other plan management with Client’s HR/benefits team members and when applicable, employees.
Understand and potentially operate within Client’s administration systems to gather employee status information.
Create and deliver Client-facing training and/or presentations, including developing visual content, structuring information for clarity and impact, etc..
Analyze and leverage available reports, conduct thorough audits, and effectively communicate relevant information to the Client in a clear, concise, and easily digestible format.
Perform root cause analysis and proactively communicate with Sun Life service team regarding trends, needs, and employee level experience to continuously improve the Client experience.
Identify and implement specific enhancements to benefit administration clarity with measurable success metrics such as reduced employee inquiries, improved satisfaction scores, and faster processing times.
Identify areas for Sun Life to bolster performance of the services and meaningful ways to measure and value the Client relationship.