Client Success & Resolution Leader

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

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.