Description

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.  

Sun Life embraces a hybrid work model that balances in-office collaboration with the flexibility of virtual work.  Our team members and leaders are expected to foster connection and teamwork by being present in the office at least 2 days per week.

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 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 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 claims 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:

• 4-5 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;

• Basic understanding of competitor products

Salary Range: $72,500 - $108,800

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.

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We are committed to fostering an inclusive environment where all employees feel they belong, are supported and empowered to thrive.  We are dedicated to building teams with varied experiences, backgrounds, perspectives and ideas that benefit our colleagues, clients, and the communities where we operate.  We encourage applications from qualified individuals from all backgrounds.

Life is brighter when you work at Sun Life

At Sun Life, we prioritize your well-being with comprehensive benefits, including generous vacation and sick time, market-leading paid family, parental and adoption leave, medical coverage, company paid life and AD&D insurance, disability programs and a partially paid sabbatical program.  Plan for your future with our 401(k) employer match, stock purchase options and an employer-funded retirement account.  Enjoy a flexible, inclusive and collaborative work environment that supports career growth.  We're proud to be recognized in our communities as a top employer.  Proudly Great Place to Work® Certified in Canada and the U.S., we've also been recognized as a "Top 10" employer by the Boston Globe's "Top Places to Work" for two years in a row.  Visit our website to learn more about our benefits and recognition within our communities.

We will make reasonable accommodations to the known physical or mental limitations 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 thebrightside@sunlife.com to request an accommodation.

For applicants residing in California, please read our employee California Privacy Policy and Notice.

We do not require or administer lie detector tests as a condition of employment or continued employment.

Sun Life will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including applicable fair chance ordinances.

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.