Senior Client Support Consultant

Sun Life U.S. is one of the largest providers of employee and government benefits, helping approximately 50 million Americans access the care and coverage they need. Through employers, industry partners and government programs, Sun Life U.S. offers a portfolio of benefits and services, including dental, vision, disability, absence management, life, supplemental health, medical stop-loss insurance, and healthcare navigation. We have more than 6,400 employees and associates in our partner dental practices and operate nationwide.

Visit our website to discover how Sun Life is making life brighter for our customers, partners and communities.  

Job Description:

 Sun Life embraces a hybrid work model that balances in-office collaboration with the flexibility of virtual work.

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 claims 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

• 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