Client Advocate, Group Benefits - PST

Sun Life Financial; Wellesley (MA); On-site; USD 59,000 - 88,000; Full time

Benefits offered by this job

Vacation time

Medical coverage

401(k) match

Parental leave

Job summary

Sun Life U.S. is a leading provider of employee and government benefits, serving about 50 million Americans.

This role supports clients on Pacific Standard Time, handling intake and resolution of group benefit inquiries and service requests, owning issues from start to finish. You will coordinate with back-office teams, maintain CRM records, provide reporting, and drive continuous improvements with claims, underwriting, and other partners.

Qualifications

• What you should know about group benefit contracts and policies.
• Experience in the Group Employee Benefits Industry; with FMLA and Paid Statutory Leave experience preferred.
• 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

• Coordinate with back office areas to resolve issues.
• Organize, oversee, manage, monitor and follow through.
• Act as the daily point of contact for customer inquiries (calls, emails, video conferences).
• 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 claims, Underwriting, etc. to identify improvement opportunities.

Skills

Customer service

Problem solving

Verbal communication

Written communication

Adaptability

Time management

Influence others

Education

Bachelor's degree preferred

Tools

CRM systems

Job description

Sun Life U.S. is a leading provider of employee and government benefits, serving about 50 million Americans.

This role supports clients on Pacific Standard Time, handling intake and resolution of group benefit inquiries and service requests, owning issues from start to finish. You will coordinate with back-office teams, maintain CRM records, provide reporting, and drive continuous improvements with claims, underwriting, and other partners.