Client Advocate

Sun Life Financial; Lee's Summit (MO); On-site; USD 65,000 - 95,000; Full time

Benefits offered by this job

Dental insurance

Vision insurance

Disability insurance

Life insurance

Health coverage

Medical stop-loss insurance

Healthcare navigation

Paid time off

Paid family leave

401(k) match

Stock purchase options

Sabbatical program

Job summary

Sun Life U.S. is seeking a customer service professional to intake and resolve inquiries for U1000 lives, owning issues from start to finish. You will coordinate with back office teams, maintain CRM records and deliver timely resolutions in a fast-paced environment.

The role emphasizes strong communication, problem solving, adaptability, and a commitment to service excellence across Central and Eastern time zones.

Qualifications

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

Responsibilities

• Coordinate with back office areas to resolve issues and drive tasks to completion.
• Act as the daily point of contact for customer inquiries (calls, emails, chats).
• Track activities in CRM and respond to reporting requests from customers.
• Maintain tracking and reporting to ensure transparency and accountability.
• Identify and drive business changes / continuous improvements with internal partners.
• Analyze trends and root causes to prevent recurrence and improve processes.

Skills

Client facing experience

Verbal communication

Written communication

Problem solving

Adaptability

Education

Bachelor's degree preferred

Job description

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.

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

Salary and Incentives

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

Benefits

• 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 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.

Equal Employment Opportunity and Accommodation Statement

We will make reasonable accommodations to the known physical or mental limitations 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.

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.

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.

At Sun Life, 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.

Job Category and Posting End Date

Job Category: Sales - Distribution Support Posting End Date: 29/09/2026

Additional Information

Shine together At Sun Life, you can be your most brilliant self. Our supportive, flexible, and inclusive work environment is one where you – and your career – can thrive. Whatever your aspirations, collaborative leaders and colleagues are ready to help you learn, grow, and succeed. Make life brighter We’re a global company with a passion for people. Our purpose is to help Clients achieve lifetime financial security and live healthier lives. As a team of 30,000 across 26 countries, our impact is far-reaching, and locally relevant There’s power in numbers. As part of Sun Life’s growing team, you have an impact on people in your community and around the world. Shape the future With an optimistic eye on a brighter future, we drive to innovate. Be part of leading change, push boundaries and try new ways of working. Use data to drive bold actions. Be agile and pivot as we test and learn. At Sun Life, we’re driving transformation, sustainability and innovation for our Clients, employees, partners, and communities. Join us. Together, we can make the future brighter. Join a top employer for a brighter future. Visit Sun Life Careers