Contact Center Representative

Sun Life Financial; United States; Hybrid; USD 38,000 - 51,000; Full time

Benefits offered by this job

Vacation & sick time

Paid family leave

Medical coverage

Life & AD&D insurance

Disability programs

Sabbatical program

401(k) match

Stock purchase plan

Employer-funded retirement

Job summary

Sun Life U.S. is hiring a Contact Center Representative to answer inbound calls for multiple client companies, resolving basic inquiries and providing claims-related administrative support.

The role operates in a hybrid model with in-office presence at least 2 days per week, and hours 11:30am–8:00pm EST, Monday to Friday. You will document calls, collaborate with other departments on complex issues, and maintain knowledge of clients, products, and department functions.

Qualifications

• Prior customer service or contact center experience preferred.
• Client-focused mindset with empathetic approach.
• Ability to multi-task across multiple technology platforms.
• Confident when handling escalated calls and delivering exceptional service.

Responsibilities

• Drive timely resolution of various call types, creating a positive client experience.
• Document calls in a clear and concise manner.
• Engage other departments to address complex service issues.
• Maintain understanding of different clients, products, and department functions.

Skills

Customer service

Empathy

Multi-tasking

Communication

Team collaboration

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

Location: Sun Life embraces a hybrid work model that balances in-office collaboration with the flexibility of virtual work. Our team members and leaders are expected to foster connection and teamwork by being present in the office at least 2 days per week.

The opportunity: Contact Center Representatives are responsible for answering inbound calls from multiple toll-free lines for various client companies. You will resolve basic inquiries, such as for Leaves of Absence and Disability, referring more complicated questions to the appropriate area for support. It is also the responsibility of Contact Center Representatives to provide claims-related administrative assistance. All interactions will give you the opportunity to make a difference in the lives of our clients on a daily basis.

Hour for the role 11:30am to 8:00pm EST, Monday – Friday (no weekends are required)

How you will contribute

• Drive timely resolution of various call types, creating a positive client experience.
• Document calls in a clear and concise manner.
• Engage other departments, when needed, to address complex service issues.
• Maintain an understanding of the different clients, products, and department functions.

What you will bring with you

• Client focused mindset and an empathetic approach toward others.
• Confidence to handle escalated calls and deliver exceptional service.
• Your energy to thrive in a fast-paced environment.
• An ability to multi-task across various technology platforms.
• A desire to work collaboratively with a diverse range of people.
• Prior customer service or contact center experience.

Minimum PC Speed Requirements

• Download: 30 Mbps or higher
• Upload: 15 Mbps or higher
• Latency/Ping: The lower the better but at ideally below 50ms

Salary Range: $37,900 to $51,200

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.

• generous vacation and sick time
• market-leading paid family, parental and adoption leave
• medical coverage
• company paid life and AD&D insurance
• disability programs
• a partially paid sabbatical program
• 401(k) employer match
• stock purchase options
• an employer-funded retirement account

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: Call Centre

Posting End Date: 29/10/2026

Shine together

At Sun Life, you can be your most brilliant self. Our supportive, flexible, and inclusive work environment is one where you – and your career – can thrive. Whatever your aspirations, collaborative leaders and colleagues are ready to help you learn, grow, and succeed. Make life brighter We’re a global company with a passion for people. Our purpose is to help Clients achieve lifetime financial security and live healthier lives. As a team of 30,000 across 26 countries, our impact is far-reaching, and locally relevant There’s power in numbers. As part of Sun Life’s growing team, you have an impact on people in your community and around the world. Shape the future With an optimistic eye on a brighter future, we drive to innovate. Be part of leading change, push boundaries and try new ways of working. Use data to drive bold actions. Be agile and pivot as we test and learn. At Sun Life, we’re driving transformation, sustainability and innovation for our Clients, employees, partners, and communities. Join us. Together, we can make the future brighter. Join a top employer for a brighter future.

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.