Member Support Specialist

Sun Life•Wellesley, MA

About The Position

Sun Life U.S. is one of the largest providers of employee and government benefits, helping approximately 50 million Americans access the care and coverage they need. Through employers, industry partners and government programs, Sun Life U.S. offers a portfolio of benefits and services, including dental, vision, disability, absence management, life, supplemental health, medical stop-loss insurance, and healthcare navigation. We have more than 6,400 employees and associates in our partner dental practices and operate nationwide. Visit our website to discover how Sun Life is making life brighter for our customers, partners and communities. Job Description: The opportunity: Member Support Specialists are the face to Sun Life’s external clients. The position is accountable for the intake of all telephone calls and inquiries from claimants and policyholders as well as Sun Life’s internal claims professionals and Client Relationship Executives. Individuals in this role uphold our commitment to providing the highest level of customer service standards in order to ensure our clients complete satisfaction. How you will contribute: Will act as the primary contact for our Members and be responsible for answering Customer inquiries and identifying solutions to any problems during peak times as needed. Support and take ownership of member inquiries and requests through inbound telephone calls. Some inquiries may require research and outbound follow-up. Inquiries will focus on aspects of the client’s group benefits plan. Topics will include details about their eligibility, coverage and claims. Effectively listen to members and determine the best course of action. Most calls are resolved through well documented processes. Empathetically assist the member through the claims process. Provide feedback received from clients, or from your own observations, to identify and drive business changes needed to create an improved client experience. Achieve productivity, scheduled adherence and quality assurance expectations as well as exude leadership competencies that contribute to a successful team environment. When not supporting Customer Calls, responsibilities will also include administrative duties which facilitate new claim set up, and management of existing claims within Claim Shared Services Review STD, LTD, Life, Life Waiver of Premium, Absence Documents Manage Special Handling Process using instructions which vary for each group Provide input and recommendations and analysis to management on business process Emphasize Continuous Improvement, either enhancing the client experience or creating an efficiency. Assignment of tasks to the appropriate area based on various criteria Ability to identify complex diagnosis and handle accordingly Able to meet production goals each day, based on work assigned Ability to maintain a high level of accuracy when handing assigned work Respond to all emails, both internal and external, within the required timeframe May assist in special project work or other duties as defined by the needs of the business Requires working knowledge of claim processing procedures and system applications Requires critical thinking skills, high accuracy, quality work products, ability to multi-task and maintain a high production of pace and focus Must possess appropriate verbal communication skills to address various departments and clients Effective judgement to use both categories of skills when applicable, as outlined above, to enhance or expedite the client experience

Requirements

Representatives must act with a sense of urgency by being responsive and resolving service issues as quickly as possible
Flexibility in being able to shift between different responsibilities throughout the day, or based on the task at hand
Ability to identify trends based on customer feedback or self-observations in order to drive an improved customer experience
The ability to actively listen to customers, paying attention to their needs, frustrations and suggestions is critical
Manage stressful situations with composed behavior demonstrating empathy and understanding
Demonstrated aptitude in problem solving and thinking “outside the box”
Possess the capability to work effectively in a fast paced environment that demands high energy and passion for customer service
Commitment is required to be flexible, adaptable and motivated to pitch in and support the team's work at all times
Proven record of providing strong and effective customer service
Ambition to continuously learn and develop professionally through feedback and coaching
Solid systems and technology skills
Strong verbal and written communication skills
Proficiency with Windows and Microsoft Applications
Ability to work in a fast pace, high volume and deadline driven environment
Strong working both independently and as part of a team

Nice To Haves

Bachelor's degree or equivalent work experience preferred

Responsibilities

Act as the primary contact for our Members and be responsible for answering Customer inquiries and identifying solutions to any problems during peak times as needed.
Support and take ownership of member inquiries and requests through inbound telephone calls.
Effectively listen to members and determine the best course of action.
Empathetically assist the member through the claims process.
Provide feedback received from clients, or from your own observations, to identify and drive business changes needed to create an improved client experience.
Achieve productivity, scheduled adherence and quality assurance expectations as well as exude leadership competencies that contribute to a successful team environment.
Responsibilities will also include administrative duties which facilitate new claim set up, and management of existing claims within Claim Shared Services
Review STD, LTD, Life, Life Waiver of Premium, Absence Documents
Manage Special Handling Process using instructions which vary for each group
Provide input and recommendations and analysis to management on business process
Emphasize Continuous Improvement, either enhancing the client experience or creating an efficiency.
Assignment of tasks to the appropriate area based on various criteria
Ability to identify complex diagnosis and handle accordingly
Able to meet production goals each day, based on work assigned
Ability to maintain a high level of accuracy when handing assigned work
Respond to all emails, both internal and external, within the required timeframe
May assist in special project work or other duties as defined by the needs of the business
Requires working knowledge of claim processing procedures and system applications
Requires critical thinking skills, high accuracy, quality work products, ability to multi-task and maintain a high production of pace and focus
Must possess appropriate verbal communication skills to address various departments and clients
Effective judgement to use both categories of skills when applicable, as outlined above, to enhance or expedite the client experience

Benefits

generous vacation and sick time
market-leading 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