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 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 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 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
Adhere to all corporate policies including those related to travel expenses
Travel Required: 10-20% of time depending on the Client block
What you will bring with you:
Ability to work with a diverse range of people
4+ 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
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
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.
If you are a California resident, the salary range for this position is:
If you are a Minnesota, Colorado or Nevada resident, the salary range for this position is $72,300 - $108,500 annually.
If you are a Connecticut or Maryland resident, the salary range for this position is $75,800 - $113,700 annually
If you are Washington or Rhode Island resident, the salary range for this position is $79,900 - $119,900 annually.
If you are a New York resident, the salary range for this position is $85,400 - $128,100 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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Posting End Date:
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.
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