Client Support Liaison

4 weeks ago

Wellesley Hills, United States Sun Life Full time

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.

**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**:
**How you will contribute**:

- Collaborates with SL personnel, including Group Benefit Claim Leaders, Internal Technology partners, CRE, 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 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
- Partners 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 claim reconciliation to assess the overall Client claims experience and provides feedback to Internal Partners to minimize areas of error, maximize automation and heighten Client satisfaction. Has the ability to adjudicate claim if immediate action is required
- Utilizes data to influence trends for business cases and efficiencies
- 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
- Conducts review of Performance Guarantees to ensure results delivered to client are accurate. Partners with internal resources to share areas of opportunity to drive improvement in the Client experience and reinforce positive outcomes
- Conducts voice of the client surveys analysis to champion initiatives that will improve ration of problem free experiences
- Adhere to all corporate policies including those related to travel expenses
- Travel Required: 10% of time depending on the Client block

**What you will bring with you**:

- 1-3 years Absence and ADA experience
- Other Employee Benefit industry and/or knowledge of Group Benefit Services and basic understanding of competitor products
- Displays integrity and demonstrates 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 w

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