Client Services Specialist

Sun Life; Milwaukee (WI); On-site; USD 49,000 - 66,000; Full time

Job summary

Sun Life U.S. is seeking a Client Services Specialist to serve as the main contact for small group employer clients and brokers, resolving inquiries and driving service excellence.

You will research requests, follow up with internal teams, and build strong client relationships while growing foundational knowledge of group insurance. Initial responsibilities include handling inbound calls with potential progression to email and web chat, and you will thrive in a dynamic environment with flexible

Qualifications

• 1+ years of customer service or call center experience.

Responsibilities

• Research inbound requests to establish positive client relationships.
• Conduct outbound follow up and engage internal departments to resolve complex requests.
• Build strong working relationships to address and support client needs.
• Handle inbound calls initially, with potential progression to email and web chat inquiries.

Skills

Customer service

Communication skills

Problem solving

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:

Client Services Specialists (CSS) play a key role in providing service excellence by acting as a primary point of contact for small group employer clients and brokers. You will take ownership of client inquiries and see each through to resolution.

• Research inbound requests in a timely manner to establish positive client relationships.
• Conduct outbound follow up and engage internal departments, when needed, to fully resolve complex and/or escalated service requests.
• Build strong working relationships to address and support client needs.

Newer CSS team members primarily handle inbound calls, but with experience and coaching, can transition to email and web chat inquiries.

Joining our team as a CSS will help you build foundational knowledge in group insurance that can be applied to future growth opportunities within Sun Life.

How you will contribute:

• Strong problem-solving skills to resolve client inquiries.
• Your ability to multi-task and work across various technology platforms.
• A desire to continuously learn and adapt to evolving client needs.
• A commitment to develop and leverage organizational relationships to better serve our clients.
• Ability to work with a diverse range of people
• Adherence to contact center and metric expectations
• Availability to work overtime as needed
• Ability to work flexible shifts with start times between 8AM EST-11:30AM EST

What you will bring with you:

• Excellent verbal and written communication skills.
• Client-focused mindset and an empathetic approach toward others.
• 1+ years of customer service or call center experience

Salary Range: $49,200 - $66,400

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.

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 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 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.

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:

Customer Service / Operations

Posting End Date:

21/09/2026