Group Benefits Client Advocate - Service & Solutions (PST)

Sun Life; Seattle (WA); On-site; USD 59,000 - 88,000; Full time

Job summary

Sun Life U.S. is seeking a customer-focused intake and resolution specialist to manage group benefit inquiries for U1000 lives. You will own issues from start to finish, coordinate cross-functionally, and maintain CRM records while supporting reporting requests.

Expect a fast-paced environment and a focus on continuous improvements. Position requires strong communication, problem-solving, and flexibility to work standard hours through 5PM PST.

Qualifications

• Responsive and proactive in resolving service issues.
• Able to work in a fast-paced environment.
• Excellent verbal and written communication.
• Experience with root-cause analysis and process improvements.
• Experience in Group Employee Benefits; familiarity with FMLA and statutory leave.

Responsibilities

• Coordinate with back office to resolve issues and manage follow-through.
• Serve as daily point of contact for customer inquiries (calls, emails, video conferences).
• Track activities in CRM and fulfill reporting requests.
• Maintain tracking/reporting and drive improvements.
• Identify trends and root causes with internal partners to prevent recurrence.
• Understand systems and technology to support customers.

Skills

Customer service

Active listening

Communication

Root cause analysis

Process improvement

Technical literacy

Adaptability

Cross-functional collaboration

Education

Bachelor's degree preferred

Job description

Sun Life U.S. is seeking a customer-focused intake and resolution specialist to manage group benefit inquiries for U1000 lives. You will own issues from start to finish, coordinate cross-functionally, and maintain CRM records while supporting reporting requests.

Expect a fast-paced environment and a focus on continuous improvements. Position requires strong communication, problem-solving, and flexibility to work standard hours through 5PM PST.