Client Advocate

sunlife; Kansas City (MO); On-site; USD 59,000 - 88,000; Full time

Job summary

Sun Life U.S. is a leading provider of employee and government benefits, serving millions of Americans across the country. This role focuses on intake and end-to-end resolution of customer inquiries, coordinating with back-office teams and maintaining CRM records to support timely service delivery.

The ideal candidate brings 5+ years of client-facing experience, strong communication and problem-solving skills, and a proactive approach to continuous improvement within a fast-paced environment.

Qualifications

• Thorough understanding of contract provisions and administrative policies.
• Experience within the Group Employee Benefits Industry; with FMLA and Paid Statutory Leave experience required.
• Bachelor's degree preferred.
• 5+ years of client facing experience or an equivalent combination of education and experience.
• Excellent problem solving skills and high energy and enthusiasm.
• Strong verbal and written communication skills.

Responsibilities

• Intake and resolution of Customer (U1000 lives) inquiries, problems and/or service requests.
• Act as the daily point of contact for any customer inquiries (calls, emails, web chats, etc.).
• Track activities in CRM.
• Responsible for fulfilling reporting requests from customers.
• Identify and drive business changes / continuous improvements needed.
• Look at trends and root cause analysis and work with internal partners to identify improvement opportunities.

Skills

Customer service

Communication skills

Problem solving

Root cause analysis

CRM systems

Education

Bachelor's degree

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 Zones.

In 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 through.

Act as the daily point of contact for any customer inquiries (calls, emails, web chats, etc.).

Track activities in CRM.

Responsible for fulfilling reporting requests from customers.

Maintain tracking and reporting. Identify and drive business changes / continuous improvements needed.

Look at trends and root cause analysis and work with internal partners from claims, Underwriting, etc. to identify improvement opportunities.

What You Will Bring With You

You must be very responsive, resolving service issues as quickly as possible.

You will develop solutions to customer needs/issues during the entire lifecycle of the case.

Able to work effectively in a fast paced environment.

The ability to actively listen to customers, paying attention to their needs, wants, likes, dislikes, trends, ideas and suggestions is critical.

Knowledgeable, service oriented professional approach.

This role requires flexibility, adaptability and the ability to pitch in and support the team's work at all times.

Proven record of providing strong and effective customer service.

Ability to Influence the horizontal process and influence the owners of each part of the process.

Experience effectively analyzing issues and identifying root causes to prevent reoccurrence.

Understanding of systems and technology.

Required Education & Skills

You should have a thorough understanding of contract provisions and administrative policies and procedures.

Experience within the Group Employee Benefits Industry; with FMLA and Paid Statutory Leave experience required.

Bachelor's degree preferred.

5+ years of client facing experience or an equivalent combination of education and experience.

Excellent problem solving skills and high energy and enthusiasm.

Strong verbal and written communication skills.

At 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: 58,800-88,200

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 Life

At 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 em