Dedicated Client Liaison (Detroit)

Sun Life•Troy, MI

6d•$58,300 - $87,500•Hybrid

About The Position

Sun Life U.S. is hiring an On-site Dedicated Client Liaison to support the intake, coordination, and resolution of inquiries, issues, and service requests related 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 knowledge of employee benefits to practical workplace solutions for the client and its employees. The liaison drives client issues to accurate and timely resolution and maintains clear communication with Sun Life and client stakeholders. They partner with human resources and benefits teams, payroll, employee relations, managers, and other personnel to answer questions, provide guidance, and support education about Sun Life services. The position may also assist client employees directly with understanding their benefits and available resources. This position follows a weekly hybrid schedule, with two days per week on site at the client’s Fraser, Michigan location and a visit to the client’s Saline location once a month. The role requires 10% travel.

Requirements

Minimum of 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.
Strong 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 diverse people and handle difficult customer service situations.
Strong systems and technology skills, including proficiency with Microsoft Word, Excel, PowerPoint, and Outlook.
Ability to interpret reports and apply basic data analysis to support benefit administration and client decision-making.
Comfort with ambiguity and a proactive, flexible approach to taking ownership of evolving responsibilities.
Ability to travel 10%.

Nice To Haves

Bachelor’s degree.

Responsibilities

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.
Develop a thorough understanding of the client’s in-force Sun Life benefits and apply it to benefit administration, client processes, and employee needs.
Manage and resolve inquiries, issues, and concerns to the satisfaction of the person or group making the inquiry.
Coordinate with stakeholders to support 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, required actions, and available resources to employees.
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.
Use client administration systems as needed to gather employee status information.
Create and deliver client-facing training and presentations, including visual content.
Analyze reports, conduct audits, and communicate relevant information clearly to the client.
Perform root cause analysis and communicate trends, needs, and employee experience insights to the Sun Life service team.
Identify and implement measurable improvements to benefit administration clarity, such as reducing inquiries, improving satisfaction, or speeding processing.
Identify opportunities to improve Sun Life service performance and measure the value of the client relationship.
Attend the client’s Fraser facility two days per week and visit its Saline location once per month.

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.