Client Support Liaison

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:

Location: We support US flexible working arrangements in the contiguous 48 states.   

At Sun Life, we look for optimistic people who want to make life brighter for our Clients. We understand the value of diverse cultures, perspectives, and identities, and want you to bring your full and authentic self to work. Every day, you’ll be empowered and challenged by working with dynamic colleagues to find new and innovative ways to make Sun Life the best benefits company in America.  

The opportunity:  

The Client Support Liaison (CSL) is responsible for the group claims client facing experience for the employer segment less than 2000 enrolled employees. The CSL represents group claims as the primary point of contact for the Client Relationship Executive (CRE) and the Employer for Group Claims Client Support.  The CSL  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 CSL is a Trusted Advisor to the CRE, employer and broker, and educates and trains on group benefit claim practices.  The CSL 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, 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
• 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 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

What you will bring with you:  

• Ability to work with diverse people
• 1-3 years Absence and ADA experience
• Other 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

Do you see yourself in this role even if you haven’t checked all the boxes above? We welcome all talented candidates and are committed to a culture that represents diversity in all forms. If you think you might thrive in this setting, we would love to hear from you.  

Not ready to apply yet but want to stay in touch? Join our talent community to stay connected until the time is right for you!  

Life is brighter when you work at Sun Life  

• 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  

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.  

Salary Range: $54,900 - $82,400

At our company, we are committed to pay transparency and equity. The salary range for this role is competitive nationwide, and we strive to ensure that compensation is fair and equitable. Your actual base salary will be determined based on your unique skills, qualifications, experience, education, and geographic location. In addition to your base salary, this position is eligible for a discretionary annual incentive award based on your individual performance as well as the overall performance of the business. We are dedicated to creating a work environment where everyone is rewarded for their contributions.  

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.   

#LI-remote    

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.