Member Services Representative

Sun Life Financial; Wellesley (MA); Hybrid; USD 39,000 - 54,000; Full time

Job summary

Join Sun Life Financial as a Customer Service Representative, where you will enhance client relationships through effective communication and problem-solving. The role involves managing inquiries related to group benefit plans while contributing to a supportive team environment. We prioritize your well-being with robust benefits, fostering an inclusive workplace culture.

Benefits

Generous vacation and sick time

Paid family, parental, and adoption leave

401(k) employer match

Flexible work environment

Comprehensive medical coverage

Qualifications

• Strong communication skills required for handling customer inquiries.
• Ability to manage stressful situations effectively.
• Demonstrated problem-solving aptitude.

Responsibilities

• Serve as primary contact for Members and address inquiries.
• Support member inquiries through inbound calls and resolve issues.
• Provide feedback to improve client experience.

Skills

Verbal communication

Written communication

Problem-solving

Empathy

Active listening

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.

Visit our website to discover how Sun Life is making life brighter for our customers, partners and communities.

Job Description:

Sun Life embraces a hybrid work model that balances in-office collaboration with the flexibility of virtual work.

The Opportunity:

• The position is accountable for the intake of all telephone calls and inquiries from claimants and policyholders as well as Sun Life’s internal claims professionals and Client Relationship Executives. Individuals in this role uphold our commitment to providing the highest level of customer service standards in order to ensure our clients complete satisfaction.

How you will contribute:

• Will act as the primary contact for our Members and be responsible for answering Customer inquiries and identifying solutions to any problems.
• Support and take ownership of member inquiries and requests through inbound telephone calls. Some inquiries may require research and outbound follow-up.
• Inquiries will focus on aspects of the client’s group benefits plan. Topics will include details about their eligibility, coverage and claims.
• Effectively listen to members and determine the best course of action. Most calls are resolved through well documented processes.
• Empathetically assist the member through the claims process.
• Provide feedback received from clients, or from your own observations, to identify and drive business changes needed to create an improved client experience.
• Achieve productivity, scheduled adherence and quality assurance expectations as well as exude leadership competencies that contribute to a successful team environment.

What you will bring with you:

• Solid systems and technology skills
• Strong verbal and written communication skills
• Representatives must act with a sense of urgency by being responsive and resolving service issues as quickly as possible
• Ability to identify trends based on customer feedback or self-observations in order to drive an improved customer experience
• The ability to actively listen to customers, paying attention to their needs, frustrations and suggestions is critical
• Manage stressful situations with composed behavior demonstrating empathy and understanding
• Demonstrated aptitude in problem solving and thinking “outside the box”
• Possess the capability to work effectively in a fast paced environment that demands high energy and passion for customer service
• Commitment is required to be flexible, adaptable and motivated to pitch in and support the team's work at all times
• Ambition to continuously learn and develop professionally through feedback and coaching.
• Proven record of providing strong and effective customer service.

Salary Range: $39,300 - $53,100

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.

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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. Enjoy a flexible, inclusive and collaborative work environment that supports career growth. 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. Visit our website to learn more about our benefits and recognition within our communities.

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:

Customer Service / Operations

Posting End Date:

29/08/2025