Client Support Liaison
Sun Life Financial
- USA
- $58,300-87,500 per year
- Permanent
- Full-time
- Collaborates with SL personnel, including Group Benefit Claim Leaders, Internal Technology partners, CRE, 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 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
- Partners 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 claim reconciliation to assess the overall Client claims experience and provides feedback to Internal Partners to minimize areas of error, maximize automation and heighten Client satisfaction. Has the ability to adjudicate claim if immediate action is required
- Utilizes data to influence trends for business cases and efficiencies
- Participates in finalist and stewardship presentations, representing the Sun Life group claims value story in a consistent and confident manner; reviews group benefits claim 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
- Conducts review of Performance Guarantees to ensure results delivered to client are accurate. Partners with internal resources to share areas of opportunity to drive improvement in the Client experience and reinforce positive outcomes
- Conducts voice of the client surveys analysis to champion initiatives that will improve ration of problem free experiences
- Adhere to all corporate policies including those related to travel expenses
- Travel Required: 10% of time depending on the Client block
- 1-3 years Absence and ADA experience
- Other Employee Benefit industry and/or knowledge of Group Benefit Services and basic understanding of competitor products
- Displays integrity and demonstrates 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
- Ability to maintain and foster strong relationships
- Maintains and represents 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
- Associate or bachelor’s degree preferred
- Excellent benefits and wellness programs to support the three pillars of your well-being – mental, physical, and financial – including generous vacation and sick time, market-leading paid family, parental and adoption leave, a partially-paid sabbatical program, medical plans, company paid life and AD&D insurance as well as disability programs and more
- Retirement and Stock Purchase programs to help build and enhance your future financial security including a 401(k) plan with an employer-paid match as well as an employer-funded retirement account
- A flexible work environment with a friendly, caring, collaborative and inclusive culture
- Great Place to Work® Certified in Canada and the U.S.
- Named as a “Top 10” employer by the Boston Globe's “Top Places to Work” two years running
- Southern region: $58,300 – 87,500 annually
- Central region: $61,500 – 92,300 annually
- Northern region: $65,800 – 98,700 annually
- The full range minimum and maximum listed in the job posting is tied to the GCF level and job family.