Dedicated Client Liaison (Detroit)

Sun Life•Troy, MI

3d•$58,300 - $87,500•Hybrid

About The Position

Sun Life U.S. is a leading provider of employee and government benefits, serving approximately 50 million Americans. We offer a comprehensive portfolio of benefits including dental, vision, disability, absence management, life, supplemental health, medical stop-loss insurance, and healthcare navigation. With over 6,400 employees and associates, we operate nationwide. Our Purpose at Sun Life is to help our Clients achieve lifetime financial security and live healthier lives. Our values—caring, authentic, bold, inspiring, and impactful—guide our work. Joining Sun Life means collaborating with passionate colleagues and supportive leaders who foster growth and celebrate contributions, enabling you to make a significant difference in our Clients' lives. This role features a weekly hybrid work schedule, requiring two days per week on-site at the client location in Fraser, MI. The On-site Dedicated Client Liaison is responsible for supporting the intake, coordination, and resolution of inquiries, issues, and service requests concerning the Client’s employee benefits package, including absence, PFMLs, short- and long-term disability, accommodation services, and other Sun Life services. This position demands a strong understanding of employee benefits and the ability to translate this expertise into practical workplace solutions for both the Client and their employees. The role involves driving Client issues to timely resolution, maintaining clear communication with Sun Life and Client stakeholders, and partnering with Client HR/benefits teams, payroll, employee relations, and managers. You will also engage directly with Client employees to guide them on their Sun Life benefits and available resources. On-site attendance at Client facilities is mandatory, including two days a week at the Fraser location and monthly visits to the Saline location.

Requirements

Minimum of 3+ years of related work experience.
Thorough experience administering disability and absence.
In-depth knowledge of group insurance products/processes and paid leave administration programs.
A deep understanding of the leave of absence process, including eligibility requirements, documentation, and coordination with other benefits.
Excellent customer services skills and strong 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.
Ability to interpret reports and apply basic data analysis to support effective benefit administration and informed client decision-making.
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.

Nice To Haves

Bachelor’s degree

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.
Build and maintain a deep understanding of the Client’s in-force Sun Life benefits and apply that knowledge to support effective benefit administration, align with the Client’s processes, and deliver solutions that meet the needs of the Client and its employees.
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.
Partner with Client stakeholders to support employees through the return-to-work process, helping promote timely transitions and seamless workforce continuity.
Support employees through the Evidence of Insurability (EOI) process by clearly explaining requirements, required actions, and available resources to help promote timely processing and a positive employee experience.
Participate in various Client meetings to answer questions regarding Sun Life’s benefits.
Proactively share insight and guidance on benefit administration, disability coverage, paid leave administration, and other plan management topics with the Client’s HR/benefits representatives and, when applicable, Client employees.
Understand and, when needed, operate within the Client’s administration systems to gather employee status information.
Create and deliver Client-facing training and/or presentations, including developing visual content and structuring information for clarity and impact.
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.