Dedicated Client Liaison (Bi-Lingual)

Sun Life•Tampa, FL

6d•$58,300 - $87,500

About The Position

Sun Life U.S. is seeking a Dedicated Client Liaison fluent in Spanish to support the intake, coordination, and resolution of inquiries, issues, and service requests relating to a Client’s employee benefits package. Coverage includes absence, applicable paid family and medical leave programs, short- and long-term disability, accommodation services, and other Sun Life services. The role applies employee benefits expertise to practical workplace solutions and drives Client issues to accurate, timely resolution through clear communication with the appropriate Sun Life and Client contacts. The Liaison partners with Client human resources and benefits teams, payroll, employee relations, managers, and other personnel to answer questions, provide guidance, and support training or education. The role may also involve direct support for Client employees. Attendance at Client facilities and Sun Life offices is required when needed, and in-person meetings and business travel are required as business needs dictate. Estimated annual travel is approximately 10% of work time, though actual travel may vary. The position requires a minimum of three years of related work experience, thorough experience administering disability and absence, and in-depth knowledge of group insurance products and processes and paid leave administration. A bachelor’s degree is preferred. The position offers a salary range of $58,300 to $87,500 and eligibility for a discretionary annual incentive award. Sun Life also describes benefits including vacation and sick time, paid family, parental and adoption leave, medical coverage, company-paid life and AD&D insurance, disability programs, a partially paid sabbatical program, a 401(k) employer match, stock purchase options, and an employer-funded retirement account.

Requirements

Bilingual fluency in Spanish is required.
At least 3 years of related work experience.
Thorough experience administering disability and absence.
In-depth knowledge of group insurance products and processes and paid leave administration programs.
Deep understanding of leave of absence processes, including eligibility requirements, documentation, and coordination with other benefits.
Excellent customer service skills and strong written and oral communication skills.
Self-motivation, adaptability, and initiative while supporting team efforts.
Ability to work with a diverse range of people and handle difficult customer service situations.
Strong understanding of systems and technology, including proficiency with Microsoft Word, Excel, PowerPoint, and Outlook.
Ability to interpret reports and apply basic data analysis to support benefit administration and informed Client decisions.
Comfort with ambiguity and a proactive, flexible approach to taking ownership of evolving responsibilities.
Availability to attend in-person meetings and travel for work as business needs dictate.

Nice To Haves

Bachelor’s degree preferred.
Payroll and finance acumen preferred.

Responsibilities

Proactively define and develop the role in collaboration with the Client, service team, and people leader, translating responsibilities into measurable actions and adapting as needs evolve.
Build and maintain knowledge of the Client’s Sun Life benefits and use it to support benefit administration, align with Client processes, and develop appropriate solutions.
Manage inquiries, issues, and concerns through resolution to the satisfaction of the inquiring person or group.
Coordinate with stakeholders to ensure accurate processing of employee benefits.
Assist with benefit claim submissions, monitor claim progression, and provide status updates as needed.
Partner with Client stakeholders to support employees through the return-to-work process.
Explain Evidence of Insurability requirements, actions, and resources to support employees and timely processing.
Participate in Client meetings and answer questions about Sun Life benefits.
Provide guidance to Client HR and benefits representatives, and where applicable employees, on benefit administration, disability coverage, paid leave administration, and plan management.
Use Client administration systems as needed to gather employee status information.
Create and deliver Client-facing training and presentations, including developing visual content and organizing information clearly.
Analyze reports, conduct audits, and communicate relevant information to the Client in a clear and concise format.
Conduct root cause analysis and communicate trends, needs, and employee experience insights to Sun Life service teams to improve the Client experience.
Identify and implement measurable enhancements to benefit administration clarity, such as reducing inquiries, improving satisfaction, and speeding processing.
Identify opportunities for Sun Life to improve service performance and ways to measure and value the Client relationship.

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 business performance.