Member Support Representative

sunlife; Kansas City (MO); On-site; USD 41,000 - 55,000; Full time

Benefits offered by this job

Medical coverage

Vacation and sick time

Paid family, parental and adoption le

Job summary

Sun Life U.S. is a leading provider of employee benefits nationwide. The Member Support Representative role is the face to Sun Life's external clients, handling inbound inquiries from claimants and policyholders with dedication to outstanding service.

You will resolve issues, document processes, assist through the claims process, and contribute to improvements in client experience while maintaining productivity and quality.

Qualifications

• Bachelor's degree or equivalent work experience preferred.
• Strong verbal and written communication skills.
• Experience delivering high-quality customer service.

Responsibilities

• Act as the primary contact for members and answer customer inquiries, guiding them to solutions.
• Handle inbound calls; conduct research and follow up on inquiries as needed.
• Explain plan details (eligibility, coverage, claims) and help with the claims process.
• Listen to members and determine the best action, often resuming through documented processes.
• Empathetically assist members through the claims process and provide feedback for improvements.
• Meet productivity, adherence, and quality expectations and contribute to a positive team environment.

Skills

Customer service

Problem solving

Active listening

Communication skills

Empathy

Stress management

Adaptability

Team collaboration

Education

Bachelor's degree or equivalent work experience

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:

The opportunity:

Member Support Representatives are the face to Sun Life's external clients. 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 to bring with you:

• 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
• Proven record of providing strong and effective customer service
• Ambition to continuously learn and develop professionally through feedback and coaching
• Solid systems and technology skills
• Strong verbal and written communication skills
• Bachelor's degree or equivalent work experience preferred

Salary Range:

$40,600 - $54,800

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 LifeAt 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,