Senior Client Advocate
Employment Information
Report this job
Job expired or something wrong with this job?
Job Description
Senior Client Advocate at Sun Life facilitating client benefit inquiries resolution. Collaborating with teams to ensure optimal client experience and service delivery.
Responsibilities:
- Facilitate expedient and accurate resolution to client inquiries/issues/concerns to the client’s satisfaction
- Provide front-line service for all matters important to the Benefit Administrator and their benefit plans
- Own the issue and provide 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
- 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
Requirements:
- 5+ years of client service experience
- Demonstrated deep Group Employee Benefits product knowledge; proficiency in Short-Term Disability, Long Term Disability, Life, Leave / Absence Management and Supplemental Health
- College degree preferred
- Ability to work accurately and effectively in a fast-paced environment
- Ability to actively listen to clients (specifically complex clients)
- Knowledgeable, service-oriented professional approach
- Proven record of providing strong, timely, accurate and effective client service
- Ability to influence the horizontal process and influence the internal owners of each part of the process
- Excellent problem solving skills
- Demonstrated expertise in analyzing issues and identifying root causes to prevent reoccurrence
- Strong knowledge of systems and technology and ability to find ways to apply Sun Life capabilities to unique large client needs
- Excellent verbal and written communication skills
- Thorough comprehension of contract provisions and administrative policies and procedures
- Extensive, in-depth knowledge of group insurance products and processes
Benefits:
- medical coverage
- company paid life and AD&D insurance
- disability programs
- partially paid sabbatical program
- 401(k) employer match
- stock purchase options
- generous vacation and sick time
- market-leading paid family, parental and adoption leave
Similar Jobs
Client Advocate Manager
Client Advocate Manager overseeing a team to drive client success in healthcare organizations. Responsible for managing relationships and delivering measurable business outcomes in health information systems.
Client Advocate
Client Advocate Executive at Solventum serving as a trusted advisor for healthcare organizations. Cultivating executive relationships and driving client success with strategic insights.
Senior Customer Advocate – Clinical
Clinical Senior Customer Advocate supporting ICU Medical customers with complex product and therapy issues. Collaborating across teams to enhance product adoption and customer satisfaction.
Customer Success Advocate
Customer Success Advocate aligning Motorola software with operational goals for U.S. State & Local Government clients. Managing relationships and ensuring product adoption and success.
Customer Success Advocate
Customer Success Advocate optimizing customer relationships and service delivery at Ciena. Ensuring financial accuracy and collaborating across teams to drive project success.
Client Success Advocate – Relationship Manager II
Client Success Advocate managing high-level relationships for strategic clients in the USA. Overseeing client satisfaction, project delivery, and identifying continuous improvement opportunities.
Customer Advocate – Seasonal
Seasonal Customer Advocate addressing client inquiries and complaints with empathy and professionalism. Collaborating with teams for timely service excellence in a fully remote capacity.
Customer Success Advocate
Customer Success Advocate handling inbound sales and service calls for 1-800 Contacts. Providing exceptional customer service and enhancing customer experiences remotely from approved states.
No more related jobs available.