Senior Client Relationship Executive

Sun Life•Kansas City, MO

3d•$94,500 - $141,800•Hybrid

About The Position

The Senior Client Relationship Executive (SCRE) is responsible for the overall relationship and financial management of our most complex clients. This includes large clients or blocks of clients with complex benefit plans and administration requirements, clients who purchase Absence Management services with Sun Life, and clients with complex technology needs including Application Program Interface (API) and Reverse File Feeds (Payroll and Time and Attendance). This position may also assume team leadership responsibilities. The SCRE is a key strategic relationship management and revenue-generating resource for policyholders, brokers, and the Sun Life organization, focusing on internal and external partnerships and strategies that will result in long-term growth and persistency. The SCRE represents the full range of employer and employee-paid Sun Life products and services to their assigned brokers and policyholders, proactively seeking opportunities to increase revenue organically and through cross-selling. The SCRE acts as a trusted advisor, educating and training clients while maintaining the perspective of both the client and Sun Life, and responds to client needs by striving for and achieving internal alignment through collaboration.

Requirements

5+ years of industry experience; Employee Benefit industry and/or knowledge of Group Benefit design, with specific working experience in a national, key, or strategic account management field.
Must hold current insurance license or have the ability to obtain immediately.
Strong analytical, mathematical, and problem-solving skills.
Excellent verbal and written communication skills.
Leadership, Communication & Relationship Management skills.
Displays integrity through transparency, honest dealings, predictable reactions, and well-controlled emotions.
Demonstrates the ability to be fair and consistent in all professional dealings.
Regularly acknowledges each team member’s contributions and successes.
Engages as an interventionist or change agent for growth initiatives.
Is a trendsetter for the team to understand, implement, and communicate new ideas and processes.
Takes ownership of action and thought.
Understands value in partnership and displays a strong knowledge of the culture of Sun Life, the market, clients, and brokers.
Possesses superior relationship management skills; demonstrated ability to build and foster productive and healthy relationships with sales and home office partners.
Addresses conflict by working with others to resolve differences in a professional and productive manner.
Maintains and represents the integrity of our organization while balancing the needs of the client.
Ability to independently organize and prioritize daily/weekly working structure to meet business activity goals and client needs.
Ability to communicate to clients how to most effectively work with Sun Life to foster more BA self-service capabilities.
Ability to work with a diverse range of people.
Business planning; establish a proactive contact strategy.
Effectively develops and delivers a written and verbal elevator pitch: Company, Product, and Self.
Sales Skills: Positioning statements for cross-selling and ensuring future growth opportunities.
Interviewing skills.
Effective listening skills; note-taking, recording data; active listening skills.
Written and rehearsed request for business.
Establishing next contact date and objective.
Superior presentation skills.
Strong knowledge of the full suite of Sun Life product and service offerings, including thorough knowledge of our Absence Management solutions.
Demonstrated success in managing complex client relationships (innovative critical thinker with a strong ability to resolve complex issues).
Ability to approach business planning strategically and creatively.
Demonstrates resilience by reacting positively to changes and maintains poise, focus, and flexibility when encountering difficulties or obstacles.
Results-oriented and goal-driven with superior collaboration and influencing skills.
Develops a high level of credibility with internal and external partners.
Self-starter; able to work successfully both independently and interdependently within a team environment and within a mobile environment.
Adept at project management and multi-tasking.
Strong financial acumen with a focus on achieving profitable growth.
Solid understanding of product pricing, profitability, and risk/underwriting rules/guidelines.
Strong knowledge of Market and competitor landscape.

Nice To Haves

Certified leave management Specialist (CLMS) designation preferred.
College degree preferred.

Responsibilities

Establishes and maintains productive, professional relationships with key personnel for assigned clients and brokers.
Collaborates with SLF personnel, including support, service, and management resources, to meet client expectations, provide value-added solutions, and achieve growth and persistency objectives.
Meets annual retention targets, business growth targets (including cross-sell), and client loyalty goals through Benefit Administrator (BA) satisfaction surveys.
Proactively assesses, clarifies, and validates client needs on an ongoing basis.
Creates communication plans and clearly relays information to clients and brokers.
Develops and maintains excellent working relationships with the Client Advocate and/or Sr. Client Advocate and other internal service departments to oversee issue resolution.
Participates in Finalist presentations representing the Sun Life account management and service value story.
Understands and clearly explains the value of Sun Life, business partnerships, and product strength.
Partners and collaborates with territory EBR / NAEBR to ensure mutual understanding of territory goals and objectives.
Develops plans of action (through use of business plan) to act on goals and objectives.
Partners with Implementation Consultant throughout the implementation process.
Partners with Benefit Education team to strategize on enrollment and re-enrollment needs.
Conducts consistent, proactive education/outreach communication with brokers/clients via in-person meetings, scheduled call-outs, email, conference calls, webinars, etc.
Conducts Installation meetings upon completion of the implementation process to educate BAs on Sun Life administrative policies and procedures.
Remains up-to-date on market changes impacting BAs and provides consultation on how Sun Life may assist with their changing needs.
Conducts regular case reviews with internal departments and clients, reviewing claims experience and administrative processes, identifying areas of concern, and collaborating to address problem areas and recommend additional Sun Life products/services.
Facilitates the renewal process; accountable for renewal preparation and consultation with EBR/NAEBR and Underwriting on overall service experience and client needs to best position the client to renew with Sun Life.
Acts as the liaison for agency partners and internal teams, displaying active listening skills and bridging relationships between Policyholders and Home Office partners to find creative solutions in selling, problem-solving, and team building.
Effectively communicates, networks, and builds relationships that lead to creative solutions in selling, problem-solving, and team building.
Uses Salesforce to manage business and ensure all relevant client and broker activities are documented.

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