Amendment Operations Senior Specialist

You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. Discover how you can make a difference in the lives of individuals, families and communities around the world.

Job Description:

The Operations Senior Specialist is responsible for the oversight and completion of simple & complex amendments across all systems for our clients. Operation Senior Specialists initiate amendments, gather and prepare all necessary information to accurately make the change and follow an amendment through to completion. During the process the Senior Specialist is proactively communicating with the field resources and any internal partners needed for completion to assure accuracy and timeliness. Aligned with Sun Life's goal to build the best benefits company in America strategy, the Senior Specialist focuses on results, service, culture, growth and most importantly, the client.

Responsibilities

The main accountability for Operations Senior Specialist is to initiate and manage all amendment requests. They receive amendment requests from our customer facing colleagues on behalf of the client. The Senior Specialist has full ownership of the amendment process and provides direction and recommendations to the field and internal departments. The Senior Specialist is expected to know what stage all the amendments they oversee are in and ensure other parties are working diligently to complete tasks needed for active amendments. Regardless of the departments working on the change request, the Senior Specialist owns the accountability to assure the change is completely correctly and timely. There is a good deal of both proactive and reactive communication required to assure an amendment is set up correctly in the contract, administrative systems and billing systems.

The Senior Specialist is responsible for initiating the amendment, gathering all necessary information to complete the request and oversight of the completion of the amendment. All along the way providing proactive communications to the field and our internal partners to assure the amendment is on course to stay within provided timelines. This includes interpreting the amendment, identifying information needed to proceed (i.e. updated census, requested quote plan designs) and ensuring all this information is clean and accurate.  Senior Specialist determines if they can approve risk within the teams approved underwriting guidelines or needs to work with an underwriter to discuss and have the risk aspects of the amendment approved. Senior Specialists are responsible to identify downstream impacts to the changes they request. They need to identify what impacts the request will have on downstream systems (if any) and engaged the appropriate parties if manual changes are required to ensure service standards are not impacted.

Managing the fluctuating inventory and the daily deadlines presented within the amendment process requires excellent organizational skills and an ability to adapt to day to day stresses. Escalation requests can be thrown at a Senior Specialist at any moment based on claim impact, relationship with a broker, etc. Dealing with these stresses and producing solutions and results is a core expectation of the Operations Senior Specialist.

Adhering to timelines to avoid aging cases is one of the top priorities of the amendment team. The Operations Senior Specialist is responsible for keeping their inventory within time standard. This means cases become due each coming day. These cases need to be worked through to assure all changes have been made. Inventory will increase at peak times of the year and it is the expectation of the individual to keep their inventory moving throughout the process. Deadlines are set based on historical task timing calculated based on the type of amendment being processed. The Senior Specialist is working with different teams and systems to assure administrative updates, risk approvals, contract updates and billing updates are all completed.

The Operations Senior Specialist is expected to act as an amendment liaison for other departments and be a positive resource to those departments. This includes developing relationships, serving as a subject matter expert, participating in process re-design and amendment related projects. An expectation written into the Senior Specialists goals is to regularly be involved in projects on top of keeping a full inventory of amendments. Show »

Revisions Consultant will be responsible to identify downstream impacts to the changes they request. They will need to identify what impacts the request will have on downstream systems (if any) and engaged the appropriate parties (i.e. contracts, billing) if manual changes are required to ensure service standards are not impacted.

Qualifications

Bachelor's degree with 3-5 years of experience or an equivalent combination of education and experience

Ability to organize and prioritize fluctuating work volumes and competing demands

Ability to actively listen to customers, paying attention to their needs, wants, likes, dislikes, trends, ideas and suggestions is critical

Knowledgeable, service oriented, professional approach

Ability to Influence the horizontal process and influence the owners of each part of the process

Excellent problem solving skills and high energy and enthusiasm

Strong verbal and written communication skills

Solid decision-making and problem solving skills

Ability to develop and maintain effective, professional business relationships with internal and external customers

If you are a California resident, the salary range for this position is: 

Southern region: $51,500-77,200 annually  

Central region: $54,300-81,400 annually  

Northern region: $58,000-87,000 annually  

If you are a Colorado resident, the salary range for this position is $49,100 – 73,700 annually. 

  =If you are a New York resident, the salary range for this position is $58,000 – 87,000 annually.  

If you are Washington resident, the salary range for this position is $ 54,300– 81,400 annually. 

We consider various factors in determining actual pay including your skills, qualifications, and experience.  In addition to salary, this position is eligible for incentive awards based on individual and business performance as well as a broad range of competitive benefits. 

Sun Life Financial is a leading provider of group insurance benefits in the U.S., helping people protect what they love about their lives. More than just a name, Sun Life symbolizes our brand promise of making life brighter -for our customers, partners, and communities. Join our talented, diverse workforce and launch a rewarding career. Visit us at www.sunlife.com/us to learn more. 

At Sun Life we strive to create a flexible work environment where our employees are empowered to do their best work. Several flexible work options are available and can be discussed throughout the selection process depending on the role requirements and individual needs.  

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Our Affirmative Action Program affirms our commitment to make reasonable accommodation to the known physical or mental limitation of otherwise-qualified individuals with disabilities or special disabled veterans, unless the accommodation would impose an undue hardship on the operation of our business. Please email recruitingUS@sunlife.com to request an accommodation.

At Sun Life we strive to create a flexible work environment where our employees are empowered to do their best work. Several flexible work options are available and can be discussed throughout the selection process depending on the role requirements and individual needs.

For applicants residing in California, please read our employee California Privacy Policy and Notice.

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All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.