Disability & Leave Client Advocate

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.  This position is ideal for someone in the eastern standard time zone.

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: 

In the role of Disability and Leave Client Advocate, you will be responsible for the intake and resolution of inquiries, issues, and /or general service requests for all questions related to leave of absence, short- or long-term disability, workplace accommodation and other services provided by Sun Life to our client. This position may potentially attend meetings on-site at our Client's facilities and Sun Life offices as required.

The position is accountable for bringing all customer/Client issues to resolution accurately, efficiently and in full communication to all appropriate individuals and teams at Sun Life. You will partner with various stakeholders such as the payroll department, human resources, benefits department, and managers, and other personnel as needed to field questions and provide training/ information regarding the services for our Client. While the role assists the Client staff, the incumbent must demonstrate sensitivity to the fact that employment is with Sun Life role and not the Client.

How you will contribute: 

• Developing and maintaining relationships with executives and staff, vendors, and consultants, as well as team members in other offices

• Mastering knowledge of the Client enforce Sun Life benefits, leave plans and other benefits

• Understanding and actively operating within Client’s administration systems to gather employee status information regarding leave, time worked and status

• Serve as the point of contact for Client leave administration. Provides guidance and responds to inquiries from Client HR team and Client employees related to leave, disability, and other benefit requests. This may include counseling disabled employees on leave policy, process, responsibilities, and pay information

• Identifying errors and conducting thorough analysis to provide corrective action and recommendation for resolution of claim or leave issues

• Proactively sharing insight and experience of leave administration, disability coverages and plan management with Sun Life Client’s employees and HR team members

• Participating in Client’s Human Resource and team meetings to answer questions regarding Sun Life’s benefits and leave plans

• Integrating knowledge of Sun Life, leave plans, systems and products with the internal processes and products to address the needs of the Client

• Monitoring and researching claims progression through the Sun Life process, answering any status questions and facilitate follow up or gathering of additional information to aid in the claims review process

• Proactively communicating with leave and claims examiners regarding trends, needs and employee level experience

• Identifying and implementing ways to make the leave process more understandable for employees

• Utilize/update administrative systems/platforms as well as identify and drive continuous improvements

• Analyze trends and perform root cause analysis to continuously improve the Client experience

• Identify areas for Sun Life to bolster performance of the Services and meaningful ways to measure and value the Client relationship

• Defining and expanding the scope of this role to best support the Client's evolving needs

What you will bring with you: 

• Bachelor’s degree or associate Degree with 2+ years of related work experience

• Strong computer skills, basic math skills and excellent data entry skills

• Superior written and oral communication skills, including the ability to confidently present complex information in a clear and compelling manner

• Experience administering FMLA and other leave/absence management programs

• Experience and knowledge of administering state leave of absence plans

• Flexibility, adaptability and the ability to pitch in and support the team's work at all times

• Thorough understanding of contract provisions and administrative policies and procedures

• Ability to work successfully with a diverse range of people and ability to handle difficult customer service situations

• Experience in developing materials to support a smooth leave of absence process

• Demonstrates a strong understanding of systems and technology, including proficiency in Microsoft Office programs such as Word, Excel, PowerPoint, and Outlook. Able to effectively apply this knowledge to streamline workflows, enhance productivity, and provide technical support to team members as needed

• Ability and deep understanding of developing and utilizing reports and/or dashboards to inform the Client on leave trends while supporting leave administration

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

• Demonstrated ability to work independently, take initiative, and adapt to changing Client needs

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: $56,100 - $84,200

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.