Senior Client Support Consultant

Sun Life•Wellesley, KS

10d•Hybrid

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: Sun Life embraces a hybrid work model that balances in-office collaboration with the flexibility of virtual work. Our team members and leaders are expected to foster connection and teamwork by being present in the office at least 2 days per week. The Opportunity The Client Support Consultant (CSC) is responsible for the group claims client facing experience for the employer segment 2000+ enrolled employees. The CSC represents group claims as the primary point of contact for the Sr. Client Relationship Executive (Sr. CRE) and the Employer for Group Claims Client Support. The CSC will proactively seek opportunities to increase client satisfaction with their group benefits program and will be the lead subject matter expert responding to client escalations, developing and reporting on service recovery plans, providing positive trending analysis and completing claim segment reviews to assess gaps, opportunities and training needs. The CSC is a Trusted Advisor to the Sr. CRE, employer and broker, and educates and trains on group benefit claim practices. The CSC will respond to the client’s group claim needs through strong internal collaboration and partnerships. How you will contribute: Collaborates with SL personnel, including Group Benefit Claim Leaders, Internal Technology partners, Sr. CRE, Sr. Client Advocate (CA) and sales in order to meet client Group Claims expectations. Proactively provide solutions while meeting client experience objectives and managing client expectations Establishes and maintains excellent working relationships with Employers/Brokers for their absence/ADA, disability, life and supplemental health benefit plans by providing end to end claim experience solutions, education and service. Primary point of contact/response for Sr. CRE/CA and Client for Group Claim inquiries related to program performance, reporting discrepancies, issue resolution and service recovery efforts. Proactively assesses, clarifies, and validates client claim needs on an ongoing basis. Uses client needs to propose innovative solutions to address unique needs (e.g. creation of custom reports.) Develops and maintains excellent working relationships with internal service departments to oversee resolution of issues, identification of root cause and participation in creation of solutions Partner with Implementation Consultant to ensure a seamless implementation of Group Claims products in which all questions and concerns can be addressed proactively on the front end; plays a key role in new account audits (pre/post effective date – systems, processes, talent) Uses internal tools to create and manage client special handling instructions and ensures all relevant client requirements are documented Conducts regular case reviews with internal departments to assess the overall Client claims experience and provides feedback to Internal Partners to minimize areas of error, maximize automation and heighten Client satisfaction Participates in finalist and stewardship presentations, representing the Sun Life group claims value story in a consistent and confident manner; reviews group benefits claims experience information and other relevant client information to make recommendations and offers insights on their benefits program Acts as the liaison for clients and internal teams; displays active listening skills and bridge relationships between Clients and Home Office partners to lead the team to find creative solutions in problem solving, sharing process enhancements and innovations being delivered in the Claims Utilizes/updates administrative systems/platforms when applicable Adhere to all corporate policies including those related to travel expenses

Requirements

4-5 years industry experience; Employee Benefit industry and/or knowledge of Group Benefit Services
Displays integrity through transparency, honest dealings, predictable reactions and well-controlled emotions. Demonstrate the ability to be fair and consistent in all professional dealings. Regularly acknowledge each team member’s contributions and successes to the team. Takes ownership of action and thought.
Understands value in partnership and displays a strong understanding of the culture of Sun Life, of the market, their clients and brokers
Relationship management skills; demonstrated ability to build and foster productive and healthy relationships with sales, service, group claims personnel and other internal home office partners
Addresses conflict by working with others to resolve differences in a professional and productive manner
Foster strong relationships based on trust, open and honest dialogue
Maintain and represent the integrity of our organization while balancing the needs of the client
Demonstrates Personal Value/Personal Value Statement
Ability to independently organize and prioritize daily/weekly working structure to meet business activity goals and Client needs
Ability to communicate to Clients on how to most effectively work with Sun Life to the best overall claims experience
Strong presentation, interpersonal and communication skills
Strong negotiation and influencing skills
Effectively develop and deliver an elevator pitch: Company, Product and Self
Effective listening skills; note taking, recording data; active listening skills
Proven consultation and client relationship skills
Demonstrates resilience by reacting positively to changes and maintains poise, focus and flexibility when encountering difficulties or obstacles
Acts with a Client Lens; demonstrates drive for results
Adept at project management and multi-tasking
Superior Collaboration Skills
Strong analytical, mathematical and problem solving skills
Basic understanding of competitor products

Responsibilities

Collaborates with SL personnel, including Group Benefit Claim Leaders, Internal Technology partners, Sr. CRE, Sr. Client Advocate (CA) and sales in order to meet client Group Claims expectations.
Proactively provide solutions while meeting client experience objectives and managing client expectations
Establishes and maintains excellent working relationships with Employers/Brokers for their absence/ADA, disability, life and supplemental health benefit plans by providing end to end claim experience solutions, education and service.
Primary point of contact/response for Sr. CRE/CA and Client for Group Claim inquiries related to program performance, reporting discrepancies, issue resolution and service recovery efforts.
Proactively assesses, clarifies, and validates client claim needs on an ongoing basis.
Uses client needs to propose innovative solutions to address unique needs (e.g. creation of custom reports.)
Develops and maintains excellent working relationships with internal service departments to oversee resolution of issues, identification of root cause and participation in creation of solutions
Partner with Implementation Consultant to ensure a seamless implementation of Group Claims products in which all questions and concerns can be addressed proactively on the front end; plays a key role in new account audits (pre/post effective date – systems, processes, talent)
Uses internal tools to create and manage client special handling instructions and ensures all relevant client requirements are documented
Conducts regular case reviews with internal departments to assess the overall Client claims experience and provides feedback to Internal Partners to minimize areas of error, maximize automation and heighten Client satisfaction
Participates in finalist and stewardship presentations, representing the Sun Life group claims value story in a consistent and confident manner; reviews group benefits claims experience information and other relevant client information to make recommendations and offers insights on their benefits program
Acts as the liaison for clients and internal teams; displays active listening skills and bridge relationships between Clients and Home Office partners to lead the team to find creative solutions in problem solving, sharing process enhancements and innovations being delivered in the Claims
Utilizes/updates administrative systems/platforms when applicable
Adhere to all corporate policies including those related to travel expenses

Benefits

At Sun Life, we prioritize your well-being with comprehensive benefits, including generous vacation and sick time, market-leading paid family, parental and adoption leave, medical coverage, company paid life and AD&D insurance, disability programs and a partially paid sabbatical program.
Plan for your future with our 401(k) employer match, stock purchase options and an employer-funded retirement account.
Enjoy a flexible, inclusive and collaborative work environment that supports career growth.
We’re proud to be recognized in our communities as a top employer.
Proudly Great Place to Work® Certified in Canada and the U.S., we’ve also been recognized as a "Top 10" employer by the Boston Globe's "Top Places to Work" for two years in a row.

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