Client Liaison

Jobtailor; Troy (MO); Hybrid; USD 60,000 - 75,000; Full time

Job summary

Sun Life is seeking a Benefits Administrator to support intake, coordination, and resolution of inquiries and service requests related to employee benefits. You will work with Sun Life teams and client HR/benefits contacts, provide guidance, training on services, and assist with claims processing, return-to-work, and data analysis to improve client experience.

The role requires a Bachelor’s degree (preferred), 3+ years of related experience, and proficiency in Microsoft Office.

Qualifications

• Bachelor’s degree preferred.
• Minimum of 3+ years of related work experience.
• Thorough experience administering disability and absence.
• In-depth knowledge of group insurance products/processes and paid leave administration programs.
• Deep understanding of leave of absence processes, including eligibility requirements, documentation, and coordination with other benefits.
• Excellent customer service skills.
• Strong written and oral communication skills.
• Strong self-motivation, adaptability, and initiative.
• Ability to work with diverse people and handle difficult customer service situations.
• Proficiency in Microsoft Office, including Word, Excel, PowerPoint, and Outlook.
• Ability to interpret reports and apply basic data analysis.
• Ability to adapt to evolving responsibilities and business needs.
• Availability to attend client meetings and be on site two days per week.
• Ability to travel to other client sites or Sun Life offices as business needs dictate; approximately 10% annual business travel

Responsibilities

• Support intake, coordination, and resolution of inquiries, issues, and service requests related to employee benefits.
• Support absence, applicable PFMLs, short- and long-term disability, accommodation services, and other Sun Life services.
• Drive client issues to accurate and timely resolution.
• Communicate with Sun Life teams, client HR/benefits teams, payroll, employee relations, managers, and other stakeholders.
• Provide guidance and support training or education on Sun Life services.
• Guide client employees on Sun Life-related benefits and available resources.
• Build and maintain knowledge of the client’s in-force Sun Life benefits.
• Coordinate accurate employee benefits processing.
• Assist with benefit claims submission and monitor claim progression.
• Support employees through return-to-work processes.
• Support employees through the Evidence of Insurability process.
• Participate in client meetings and answer benefits questions.
• Provide guidance on benefit administration, disability coverage, paid leave administration, and plan management.
• Use client administration systems to gather employee status information.
• Create and deliver client-facing training and presentations.
• Analyze reports, conduct audits, and communicate findings to the client.
• Perform root cause analysis and communicate trends and service needs to Sun Life teams.
• Implement measurable enhancements to benefit administration clarity and client experience.
• Identify opportunities to improve service performance and measure the client relationship

Skills

Disability Management

Absence Management

Group Insurance Knowledge

Paid Leave Administration

Leave of Absence Processes

Customer Service

Data Analysis

MS Office Proficiency

Report Interpretation

Communication Skills

Adaptability

Travel Flexibility

Education

Bachelor’s degree

Tools

Client Administration Systems

MS Word

MS Excel

MS PowerPoint

MS Outlook

Job description

• Support intake, coordination, and resolution of inquiries, issues, and service requests related to employee benefits
• Support absence, applicable PFMLs, short- and long-term disability, accommodation services, and other Sun Life services
• Drive client issues to accurate and timely resolution
• Communicate with Sun Life teams, client HR/benefits teams, payroll, employee relations, managers, and other stakeholders
• Provide guidance and support training or education on Sun Life services
• Guide client employees on Sun Life-related benefits and available resources
• Build and maintain knowledge of the client’s in-force Sun Life benefits
• Coordinate accurate employee benefits processing
• Assist with benefit claims submission and monitor claim progression
• Support employees through return-to-work processes
• Support employees through the Evidence of Insurability process
• Participate in client meetings and answer benefits questions
• Provide guidance on benefit administration, disability coverage, paid leave administration, and plan management
• Use client administration systems to gather employee status information
• Create and deliver client-facing training and presentations
• Analyze reports, conduct audits, and communicate findings to the client
• Perform root cause analysis and communicate trends and service needs to Sun Life teams
• Implement measurable enhancements to benefit administration clarity and client experience
• Identify opportunities to improve service performance and measure the client relationship

Requirements

• Bachelor’s degree preferred
• Minimum of 3+ years of related work experience
• Thorough experience administering disability and absence
• In-depth knowledge of group insurance products/processes and paid leave administration programs
• Deep understanding of leave of absence processes, including eligibility requirements, documentation, and coordination with other benefits
• Excellent customer service skills
• Strong written and oral communication skills
• Strong self-motivation, adaptability, and initiative
• Ability to work with diverse people and handle difficult customer service situations
• Proficiency in Microsoft Office, including Word, Excel, PowerPoint, and Outlook
• Ability to interpret reports and apply basic data analysis
• Ability to adapt to evolving responsibilities and business needs
• Availability to attend client meetings and be on site two days per week
• Ability to travel to other client sites or Sun Life offices as business needs dictate; approximately 10% annual business travel

Core Competencies

Demonstrates expertise in employee benefits administration, including disability and absence management, while providing exceptional customer service and effective communication with diverse stakeholders. Proficient in analyzing data and implementing enhancements to improve client experience and service performance.

Highest-signal resume keywords

• Employee Benefits Administration
• Disability Management
• Customer Service Skills
• Data Analysis
• Microsoft Office Proficiency

Hard Skills

• Disability Administration
• Absence Management
• Group Insurance Knowledge
• Paid Leave Administration
• Leave of Absence Processes
• Benefit Claims Submission
• Root Cause Analysis
• Report Analysis
• Client Training Development
• Benefit Administration

Soft Skills

• Excellent Communication Skills
• Self-Motivation
• Adaptability
• Initiative
• Interpersonal Skills

Industry Keywords

• Employee Benefits
• Service Requests
• Client Relationship Management
• Return-to-Work Processes
• Evidence of Insurability

Tools & Technologies

• Client Administration Systems
• Microsoft Word
• Microsoft Excel
• Microsoft PowerPoint
• Microsoft Outlook