Group Benefits Client Advocate & Resolution Lead

Sun Life; United States; On-site; USD 59,000 - 88,000; Full time

Job summary

Sun Life U.S. is seeking a customer-focused specialist to intake and resolve group benefit inquiries for 1000+ lives, acting as the owner from start to finish.

You will coordinate with back-office teams, respond to inquiries, and track activities in CRM while delivering timely resolutions in a fast-paced environment. The role emphasizes responsiveness, problem solving, and the ability to analyze trends, working across claims and underwriting to identify improvements.

Qualifications

• Understand group benefit contracts and admin policies.
• Experience in Group Employee Benefits; FMLA and Paid Statutory Leave knowledge.
• Bachelor's degree preferred.
• 5+ years of client-facing experience or equivalent.
• Excellent problem solving skills and high energy.
• Strong verbal and written communication skills.

Responsibilities

• Coordinate with back office areas to resolve issues; organize, oversee, manage, monitor and follow through.
• Act as the daily point of contact for customer inquiries (calls, emails, video conferences, etc.).
• Track activities in CRM.
• Fulfill reporting requests from customers.
• Identify and drive improvement opportunities from trends and root causes.

Skills

Customer service

Communication skills

Problem solving

Adaptability

Listening skills

Education

Bachelor's degree preferred

Tools

CRM

Job description

Sun Life U.S. is seeking a customer-focused specialist to intake and resolve group benefit inquiries for 1000+ lives, acting as the owner from start to finish.

You will coordinate with back-office teams, respond to inquiries, and track activities in CRM while delivering timely resolutions in a fast-paced environment. The role emphasizes responsiveness, problem solving, and the ability to analyze trends, working across claims and underwriting to identify improvements.