Dedicated Client Liaison

Sun Life•Lincoln, NE

1d•$61,700 - $92,600•Hybrid

About The Position

Sun Life U.S. is a nationwide provider of employee and government benefits, serving approximately 50 million Americans and employing more than 6,400 employees and associates in partner dental practices. The Dedicated Client Liaison supports intake, coordination, and resolution of inquiries, issues, and service requests related to a Client’s employee benefits package. This includes 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 employee-benefits expertise to practical workplace solutions and drives issues to accurate, timely resolution through clear communication with Sun Life and Client contacts. The Liaison partners with the Client’s HR and benefits teams, payroll, employee relations, managers, and other personnel to answer questions, provide guidance, and support training or education about Sun Life services. The role may also provide direct guidance to Client employees about their benefits and available resources. The position is hybrid, with required in-person attendance at Client facilities and Sun Life offices when needed. Business travel is an essential function and is estimated at approximately 10% of annual work time, though actual travel may vary. The Client primarily operates in the Mountain time zone, and the Liaison must be able to flex working hours to meet Client needs. The position is responsible for understanding the Client’s in-force benefits and processes, coordinating benefit administration, assisting employees with claims and leaves, supporting return-to-work transitions, and contributing to a positive employee and Client experience. It also involves working with Client administration systems, preparing and delivering training and presentations, analyzing reports and audits, identifying trends and root causes, and recommending measurable improvements to benefit administration and Sun Life service delivery.

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 in Microsoft Word, Excel, PowerPoint, and Outlook.
Ability to interpret reports and apply data analysis to support effective benefit administration and informed Client decisions.
Comfort with ambiguity and a proactive, flexible approach to evolving responsibilities and taking ownership of new work as business needs develop.
Ability to flex working hours to accommodate Client needs.
Ability to attend in-person meetings as needed and travel for work-related reasons.

Nice To Haves

Bachelor’s degree.

Responsibilities

Proactively define and develop the role with the Client, service team, and people leader, translating responsibilities into measurable actions and adapting as needs change.
Build and maintain a thorough understanding of the Client’s in-force Sun Life benefits and processes to support effective benefit administration and practical solutions.
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 employees with benefit claim submissions, monitor claim progress, and provide status updates as needed.
Partner with Client stakeholders to support employees through the return-to-work process.
Explain leave-of-absence requirements, employee actions, and available resources to support timely processing and a positive employee experience.
Participate in Client meetings and answer questions about Sun Life benefits.
Provide guidance to Client HR and benefits representatives, and when applicable Client employees, on benefit administration, disability coverage, paid leave administration, and plan management.
Use the Client’s administration systems when 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 clearly and concisely.
Conduct root cause analysis and communicate trends, needs, and employee experience insights to the Sun Life service team to improve the Client experience.
Identify and implement measurable enhancements to benefit administration clarity, such as reducing inquiries, improving satisfaction, or shortening processing times.
Identify opportunities to improve Sun Life service performance and ways to measure and demonstrate the value of the Client relationship.
Attend in-person meetings at Client facilities and Sun Life offices as business needs dictate, and travel for work-related reasons.

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.