Client Success Advocate, Benefits Support (PST)

Sun Life; Irvine (CA); On-site; USD 60,000 - 85,000; Full time

Benefits offered by this job

Vacation and sick time

Paid family, parental and adoption-lea

Medical coverage

AD&D and life insurance

401(k) match

Job summary

Sun Life U.S. is seeking a Customer Service Intake Specialist to support Pacific Time clients. You will own the intake and resolution of group benefit inquiries for U1000 lives, guiding issues from start to finish and coordinating with back-office teams.

The role emphasizes proactive problem solving, strong communication, and CRM/reporting accuracy in a fast-paced environment. Bachelor's degree preferred; 5+ years client-facing experience.

Qualifications

• Thorough understanding of group benefit 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.

Responsibilities

• Intake and resolution of group benefit customer inquiries, problems and/or service requests from clients.
• Act as the primary issue resolution owner and take ownership from beginning to end.
• Coordinate with back office areas to resolve issues, organize, oversee and monitor progress.
• Be the daily point of contact for customer inquiries via calls, emails, video conferences.
• Track activities in CRM and fulfill reporting requests; maintain tracking and reporting.

Education

Bachelor's degree

Job description

Sun Life U.S. is seeking a Customer Service Intake Specialist to support Pacific Time clients. You will own the intake and resolution of group benefit inquiries for U1000 lives, guiding issues from start to finish and coordinating with back-office teams.

The role emphasizes proactive problem solving, strong communication, and CRM/reporting accuracy in a fast-paced environment. Bachelor's degree preferred; 5+ years client-facing experience.