Client Advocate

Sun Life Financial; Kansas City (MO); On-site; USD 60,000 - 90,000; Full time

Job summary

Sun Life U.S. is seeking a customer-focused professional to manage intake and resolution of inquiries for U1000 lives across Central and Eastern Time zones. You will own issues from start to finish, coordinate with back-office teams, and maintain CRM updates and reporting.

Strong communication and problem-solving skills are essential to drive improvements. The role emphasizes responsiveness in a fast-paced environment with collaboration across claims, underwriting, and other partners to support

Qualifications

• Bachelor's degree preferred.
• 5+ years of client-facing experience or equivalent.
• Experience in Group Employee Benefits; FMLA and statutory leave knowledge.
• Strong problem-solving and communication abilities.

Responsibilities

• Intake and resolution of customer inquiries and service requests.
• Coordinate with back-office areas to resolve issues and track progress.
• Serve as daily point of contact for customer inquiries via calls, email or chat.
• Maintain CRM records and fulfill reporting requests.
• Identify improvement opportunities and root-cause analyses with internal partners.

Skills

Customer service

Communication

Problem solving

Root cause analysis

CRM

Reporting

Teamwork

Education

Bachelor's degree

Tools

CRM system

Job 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.At Sun Life, we're driven by our Purpose: helping our Clients achieve lifetime financial security and live healthier lives. Our values shape how we work: caring, authentic, bold, inspiring, and impactful.When you join Sun Life, you'll work with passionate colleagues and empowering leaders who support your growth and celebrate your contributions, so you can make a meaningful difference in our Clients' lives.Visit our website to discover how Sun Life is making life brighter for our customers, partners and communities.Job Description:The Opportunity:We have opportunities available supporting clients located in Central and Eastern Standard Time ZonesIn this role, you will be responsible for intake and resolution of Customer (U1000 lives) inquiries, problems and/or service requests. You will act as the primary issue resolution owner and be responsible for resolving any Customer problems or issues. You will take ownership of issues from beginning to end.How You Will Contribute:Coordinate with all necessary 'back office' areas to resolve - Organize, oversee, manage, monitor and follow throughAct as the daily point of contact for any customer inquiries (calls, emails, web chats, etc.)Track activities in CRMResponsible for fulfilling reporting requests from customersMaintain tracking and reporting. Identify and drive business changes / continuous improvements neededLook at trends and root cause analysis and work with internal partners from claims, Underwriting, etc. to identify improvement opportunitiesWhat You Will Bring With You:You must be very responsive, resolving service issues as quickly as possibleYou will develop solutions to customer needs/issues during the entire lifecycle of the caseAble to work effectively in a fast paced environmentThe ability to actively listen to customers, paying attention to their needs, wants, likes, dislikes, trends, ideas and suggestions is criticalKnowledgeable, service oriented professional approachThis role requires flexibility, adaptability and the ability to pitch in and support the team's work at all timesProven record of providing strong and effective customer serviceAbility to Influence the horizontal process and influence the owners of each part of the processExperience effectively analyzing issues and identifying root causes to prevent reoccurrenceUnderstanding of systems and technologyRequired Education & Skills:You should have a thorough understanding of contract provisions and administrative policies and proceduresExperience within the Group Employee Benefits Industry; with FMLA and Paid Statutory Leave experience requiredBachelor's degree preferred5+ years of client facing experience or an equivalent combination of education and experienceExcellent problem solving skills and high energy and enthusiasmStrong verbal and written communication skillsAt 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. National Average Base Salary: 58,800-88,200Not ready to apply yet but want to stay in touch? Join our talent community to stay connected until the time is right for you!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 LifeAt 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 accommodation s to the known physical or mental limitation s 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 [e-mail] 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.Job Category:Ventes - Soutien à la distributionPosting End Date:29/09/2026