Dedicated Client Liaison

Sun Life•Kansas City, MO

4d•Hybrid

About The Position

Sun Life U.S. is hiring a Dedicated Client Liaison to support intake, coordination, and resolution of inquiries, issues, and service requests concerning a Client’s employee benefits package. Services include absence and ADA solutions, applicable paid family and medical leave programs, short- and long-term disability, company-sponsored policies, and other Sun Life services. The role applies in-depth employee-benefits expertise to practical workplace solutions and drives issues to accurate, timely resolution through clear communication with the Client and Sun Life teams. 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 and education. The role may also provide direct guidance to Client employees about their Sun Life benefits and available resources. On-site attendance at Client facilities and Sun Life offices, in-person meetings as business needs dictate, and business travel are required. Estimated work-related travel is approximately 10% annually, though actual travel may vary. The Client primarily operates in the MST time zone and the role must flex hours to accommodate the Client’s needs. Sun Life uses a hybrid work model in the contiguous states and Alaska. The position involves developing the role in collaboration with the Client, service team, and people leader; understanding and supporting administration of the Client’s benefits; managing inquiries and employee claims and leave processes; preparing Client-facing training and presentations; analyzing reports and audits; and identifying improvements to service and benefit administration. The position pays $61,700–$92,600 and is eligible for a discretionary annual incentive award based on individual and business performance.

Requirements

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 the leave-of-absence process, 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 advanced proficiency with Microsoft Word, Excel, PowerPoint, and Outlook.
Ability to interpret reports and apply data analysis to support benefit administration and informed Client decision-making.
Comfort with ambiguity and a proactive, flexible approach to evolving responsibilities and taking ownership of new work.
Ability to flex working hours to accommodate Client needs.
Availability for required business travel and in-person meetings as business needs dictate.

Nice To Haves

Bachelor’s degree (preferred).

Responsibilities

Proactively define and develop the role with the Client, service team, and people leader, translating responsibilities into measurable actions and adapting as needs evolve.
Build and maintain an understanding of the Client’s in-force Sun Life benefits and apply that knowledge to benefit administration and solutions for the Client and its employees.
Manage inquiries, issues, and concerns through resolution to the satisfaction of the person or group making the inquiry.
Coordinate with stakeholders to ensure accurate processing of employee benefits.
Assist employees 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 leave-of-absence requirements, actions, and resources to support timely processing and a positive employee experience.
Participate in Client meetings and answer questions about Sun Life benefits.
Provide guidance on benefit administration, disability coverage, paid leave administration, and plan management to Client HR and benefits representatives and, when applicable, employees.
Understand and, when needed, use the Client’s administration systems to gather employee status information.
Create and deliver Client-facing training and presentations, including developing visual content and structuring 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-level experience to Sun Life’s service team 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 to improve Sun Life service performance and ways to measure and demonstrate the value of the Client relationship.
Attend in-person meetings and on-site at Client facilities and Sun Life offices as required; travel for work-related reasons, estimated at approximately 10% annually.
Flex working hours to accommodate the Client’s needs, including its primary MST time zone.

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 that supports career growth.
Discretionary annual incentive award based on individual performance and overall business performance.