New Business Representative

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**:
The New Business Representative is responsible for the issuance of plans, policies, and certificates as well as processing modifications to new and existing business.

**How you will contribute**:

- Maintains an understanding of various clients, products, product rules and procedures related to voluntary benefits administration
- Verifies submission materials and ensures case set-up accurately reflects customer expectations/needs
- Answers customer questions and serves as primary point of contact for specific agents, policy holders and distribution partners as assigned
- Uses problem solving skills to research and resolve complex customer inquiries and follows up to ensure issue resolution
- Updates coverages and processes renewals and plan changes
- Reviews enrollments for required information and underwriting needs, verifying employee eligibility pursuant to specific plan requirements and refers missing information to appropriate contacts
- Handles daily underwriting requests and responses
- Manages individual workflow on FullScope database, keeping open communication with team members on progress
- Issues new plans, policies, and certificates as applicable using FullScope and carrier guidelines
- Processes amendments and re-enrollments for existing cases, as well as requests for reporting, and other tasks as assigned
- Collaborates with eCommerce vendors on electronic data exchange
- Runs weekly and monthly reports
- Scans, tag and electronically store documents
- Ensures electronic file feeds are tested and processed once in production
- Processes monthly age-band and salary adjustments
- Files appropriate documentation on a daily basis
- Conducts daily quality review (data entry validation) of enrollments
- Assists policy holders, Customer Account Specialists, and carriers on various service issues
- Handles escalated customer service interactions, researching solutions and resolving in a timely manner, referring complex or escalated interactions to New Business Specialist II or manager as applicable
- Creates and regularly maintains departmental documentation, including job aids for areas of accountability
- Partners with management to identify trends and efficiencies, and recommend process improvements
- Completes special projects as assigned
- Record all assigned tasks in the FullScope database
- Completes filing and other miscellaneous clerical duties, including accurate and timely scanning and storing of electronic documentation
- Performs responsibilities of an absent co-worker, when assigned

**What you will bring with you**:

- 2 years of work experience required
- High School Diploma or equivalent required
- One year experience in voluntary or group disability insurance preferred
- Strong customer service skills
- Strong written and verbal communication skills, with a pleasant and professional communication style required
- Ability to explain complex issues, empathize, exhibit patience, and otherwise communicate effectively
- Ability to initiate and prioritize regular work duties and small projects, ability to multitask, be detail oriented, organized, and possess good time management skills
- Strong analytical skills, with the ability to effectively problem solve and implement solutions
- Ability to work independently and as part of a team
- Ability to learn the basic functions with the company’s internal policy administration systems
- Ability to negotiate effectively
- Ability to use office equipment including fax machine, photocopier, and printer
- Ability to work professionally and effectively with co-workers, clients, employers, vendors, and others with whom the company does business

**Life is brighter when you work at Sun Life**
- Excellent benefits and wellness programs to support the three pillars of your well-being - mental, physical, and financial - including generous vacation and sick time, market-leadi

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