Dedicated Client Liaison

sunlife; United States; On-site; USD 65,000 - 90,000; Full time

Job summary

Sun Life U.S. seeks a Dedicated Client Liaison who is bilingual in Spanish to support intake, coordination, and resolution of inquiries related to the Client's employee benefits package.

You will translate benefit knowledge into practical, effective workplace solutions and collaborate with Client HR, payroll, and Sun Life teams to ensure timely resolutions and clear communication. On-site attendance at Client facilities and Sun Life offices is required, with approximately 10% travel annually.

Responsibilities

• Coordinate with Client HR, benefits, payroll, and Sun Life teams to resolve inquiries and process benefits accurately.
• Explain Sun Life benefit options, guide employees, and provide training or education as needed.
• Coordinate benefit claims submissions and monitor progress with updates to stakeholders.
• Support return-to-work processes and facilitate timely transitions for employees.
• Attend Client meetings to answer questions about Sun Life benefits and provide guidance.

Skills

Spanish language

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:

Please note that you must be bilingual and fluent in Spanish for this role.

The opportunity:

In the position of Dedicated Client Liaison, you will be responsible for supporting the intake, coordination, and resolution of inquiries, issues, and service requests related to the Client's employee benefits package. This includes absence, applicable PFMLs, short- and long-term disability, accommodation services, and other services provided by Sun Life to the Client. This role requires a deep understanding of employee benefits and the ability to translate that expertise into practical, effective workplace solutions that support both the Client and their employees. You will be accountable for driving Client issues to accurate and timely resolution, while ensuring clear and consistent communication with the appropriate individuals and teams at Sun Life and the Client. You will partner closely with stakeholders such as the Client human resources/benefits teams, payroll, employee relations, managers, and other personnel to answer questions, provide guidance, and support training or education related to Sun Life services. You may also engage directly with Client employees, offering guidance on their Sun Life-related benefits and helping them understand the resources and support available to them. You must be bilingual and fluent in Spanish for this role.

When needed, on-site attendance at Client facilities and Sun Life offices is a required responsibility of this position. You must be available to attend in-person meetings as business needs dictate. Business travel is an essential function of your role. We estimate that you could spend approximately 10% of your work time on an annual basis traveling for work-related reasons, although the actual time required for travel may be smaller or greater than this estimate.

What you will do:

• Proactively build and define your role in collaboration with the Client, service team, and people leader, identifying key responsibilities and translating them into measurable actions while remaining adaptable as responsibilities evolve and shift over time.
• Build and maintain a deep understanding of the Client's in-force Sun Life benefits and apply that knowledge to support effective benefit administration, align with the Client's processes, and deliver solutions that meet the needs of the Client and its employees.
• Manage and resolve all inquiries, issues, and concerns to the satisfaction of the person/group inquiring.
• Coordinate with relevant stakeholders to ensure accurate processing of employee benefits.
• Assist with benefit claims submission and monitor claim progression, providing status updates as needed.
• Partner with Client stakeholders to support employees through the return-to-work process, helping promote timely transitions and seamless workforce continuity.
• Support employees through the Evidence of Insurability (EOI) process by clearly explaining requirements, required actions, and available resources to help promote timely processing and a positive employee experience.
• Participate in various Client meetings to answer questions regarding Sun Life's benefits.
• Proactively share insight and guidance on benefit administration, disability coverage, paid leave administration, and other plan management topics with the Client's HR/benefits representatives and, when applicable, Client employees.
• Understand and, when needed, operate within the Client's administration systems to gather employee status information.
• Create and deliver Client-facing training and/or presentations, including developing visual content and structuring information for clarity and impact.
• Analyze and leverage available reports, conduct thorough audits, and effectively communicate relevant information to the Client in a clear, concise, and easily digestible format.
• Perform root cause analysis and proactively communicate with Sun Life service team regarding