Dedicated Client Liaison

Sun Life•Lincoln, NE

4d•$58,300 - $87,500

About The Position

The Dedicated Client Liaison supports the intake, coordination, and resolution of inquiries, issues, and service requests related to a Client’s employee benefits package, including absence, applicable paid family and medical leave programs, short- and long-term disability, accommodation services, and other Sun Life services. The role applies detailed knowledge of employee benefits to provide practical workplace solutions and drive accurate, timely resolutions through clear communication with Sun Life teams and Client contacts. The Liaison works with Client human resources and benefits teams, payroll, employee relations, managers, and other personnel to answer questions, provide guidance, and support training and education about Sun Life services. The role may also involve direct support for Client employees. On-site attendance at Client facilities and Sun Life offices may be required, as are in-person meetings when business needs dictate. Business travel is an essential function, estimated at approximately 10% of annual work time, though actual travel may vary. The position must work Central Time Zone hours.

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, initiative, and ability to support team efforts.
Ability to work with diverse people and handle difficult customer service situations.
Strong understanding of systems and technology, including proficiency in 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 flexibility to take ownership of evolving responsibilities.
Availability to work Central Time Zone hours.
Ability to attend in-person meetings and travel for work-related reasons.

Nice To Haves

Bachelor’s degree.

Responsibilities

Define and develop the role collaboratively with the Client, service team, and people leader, translating responsibilities into measurable actions and adapting as they evolve.
Build and maintain knowledge 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 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, 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 representatives and, when applicable, employees.
Use Client administration systems when needed 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 clearly and concisely.
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, and speeding processing.
Identify ways Sun Life can improve service performance and measure and demonstrate the value of the Client relationship.
Attend in-person meetings and Client or Sun Life offices as business needs require, and travel for work.

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 and business performance.