Sr. 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:

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 Sr. Client Advocate is responsible for the intake and resolution of client inquiries, issues, and or general service requests for our most complex clients, including but not limited to:

• Large clients or blocks of clients with complex benefit plans and administration
• Clients who purchase Absence Management services with Sun Life
• Clients with complex technology needs including Application Program Interface (API), Reverse File Feeds (Payroll and Time and Attendance)

The position is accountable for bringing all client issues to resolution accurately, efficiently and timely. The Sr. Client Advocate partners with CREs or Sr. CREs and internal departments to ensure positive client experiences with Sun Life that leads to retention and growth of the assigned block of business.

This role will support Pacific and Central Time Zones

How you will contribute: 

• Facilitates expedient and accurate resolution to client inquiries/issues/concerns to the client’s satisfaction – the client includes home office/field partners, brokers and policyholders, provides front-line service for all matters important to the Benefit Administrator and their benefit plans; owns the issue and provides knowledgeable and timely service to clients, brokers and internal partners
• Accountable for coordinating any special Benefit Administrator requests- service recovery, exceptions, and other special requests with all impacted service teams
• Manages, follows-through, and resolves all client inquiries, issues, and concerns through collaboration with internal partners
• Develops and maintains customized reporting requests from clients
• Submits and provides all necessary data for amendments/revisions including the generation and submission of necessary documentation that will allow for completion of complex amendments; partners with  internal teams to resolve any questions or issues required to complete the amendment
• Develops and maintains excellent working relationships with the CRE/Sr. CRE, EBR and other internal departments to oversee resolution of issues to the client’s satisfaction
• Maintains a comprehensive knowledge of the Absence Management product, processes and related laws (national, state, local)
• Acts as back-up for the CRE/Sr. CRE on the assigned block of business when they are unavailable (i.e. extended business travel, vacation, etc.)
• Maintains complete documentation of all activities in Salesforce
• Utilizes/updates administrative systems/platforms
• Identify and drive continuous improvements.  Analyze trends and perform root cause analysis to partner with internal teams on continuous improvement opportunities
• Escalate issues with root cause analysis to inform the overall strategy for improving the client experience
• Recommends innovative ideas that can drive the ongoing growth of our book of business
• Identify and respond to changes in external environment and client needs
• Identify areas for Sun Life to bolster performance and meaningful ways to measure and value client relationships
• Monitors and tracks Service Guarantee / Performance Guarantee performance, delivers Client outcome when appropriate
• Documents and tracks Service Escalations and Complaints in Salesforce and Complaint Management System
• Demonstrate a capability for mentoring toward the development of their peers

What you will bring with you: 

• Ability to work accurately and effectively in a fast-paced environment
• Ability to actively listen to clients (specifically complex clients), paying attention to their customized needs, wants, likes, dislikes, trends, ideas and suggestions
• Knowledgeable, service-orie