Bilingual Client Benefits Liaison (Spanish)

Sun Life; Wellesley (MA); On-site; USD 58,000 - 88,000; Full time

Job summary

Sun Life U.S. is actively seeking a Dedicated Client Liaison fluent in Spanish to support intake, coordination, and resolution of inquiries related to employee benefits.

You will work with HR, payroll, and other stakeholders to guide employees through Sun Life services, including disability, absence, and leave programs. You may attend on-site client facilities and Sun Life offices as needed, with an estimated travel time of about 10% annually.

Qualifications

• Bachelor's degree (preferred) and 3+ years related experience.
• Bilingual fluency in Spanish is required.
• Experience administering disability and absence.
• Knowledge of group insurance products and paid leave administration.
• Understanding of leave of absence process and documentation.

Responsibilities

• Proactively build and define your role in collaboration with the Client, service team, and people leader, identifying key responsibilities and translating them into measurable actions.
• Build and maintain a deep understanding of the Client's in-force Sun Life benefits and apply that knowledge to support effective benefit administration, align with the Client's processes, and deliver solutions that meet the needs of the Client and its employees.
• Manage and resolve all inquiries, issues, and concerns to the satisfaction of the person/group inquiring.
• Coordinate with relevant stakeholders to ensure accurate processing of employee benefits.
• Assist with benefit claims submission and monitor claim progression, providing status updates as needed.
• Partner with Client stakeholders to support employees through the return-to-work process, helping promote timely transitions and seamless workforce continuity.
• Support employees through the Evidence of Insurability (EOI) process by clearly explaining requirements, required actions, and available resources to help promote timely processing and a positive employee experience.
• Participate in various Client meetings to answer questions regarding Sun Life's benefits.
• Proactively share insight and guidance on benefit administration, disability coverage, paid leave administration, and other plan management topics with the Client's HR/benefits representatives and, when applicable, Client employees.
• Understand and, when needed, operate within the Client's administration systems to gather employee status information.
• Create and deliver Client-facing training and/or presentations, including developing visual content and structuring information for clarity and impact.
• Analyze and leverage available reports, conduct thorough audits, and effectively communicate relevant information to the Client in a clear, concise, and easily digestible format.
• Perform root cause analysis and proactively communicate with Sun Life service team regarding trends, needs, and employee level experience to continuously improve the Client experience.
• Identify and implement specific enhancements to benefit administration clarity with measurable success metrics such as reduced employee inquiries, improved satisfaction scores, and faster processing times.
• Identify areas for Sun Life to bolster performance of the services and meaningful ways to measure and value the Client relationship.

Skills

Spanish bilingual

Customer service

Communication skills

Microsoft Office

Education

Bachelor's degree (preferred)

Job description

Sun Life U.S. is actively seeking a Dedicated Client Liaison fluent in Spanish to support intake, coordination, and resolution of inquiries related to employee benefits.

You will work with HR, payroll, and other stakeholders to guide employees through Sun Life services, including disability, absence, and leave programs. You may attend on-site client facilities and Sun Life offices as needed, with an estimated travel time of about 10% annually.