Senior Client Support Consultant

You are as unique as your background, experience and point of view. Here, you'll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. Discover how you can make a difference in the lives of individuals, families and communities around the world.

Location : We support US flexible working arrangements in the contiguous 48 states.
At Sun Life, we look for optimistic people who want to make life brighter for ourClients. We understand the value of diverse cultures, perspectives, and identities, and want you to bring your full and authentic self to work. Every day,you'll be empowered and challengedbyworking withdynamic colleaguesto find new and innovative ways to make Sun Life the best benefits company in America.
The opportunity:
The Client Support Consultant (CSC) is responsible for the group claims client facing experience for the employer segment 2000+ enrolled employees. The CSC represents group claims as the primary point of contact for the Sr. Client Relationship Executive (Sr. CRE) and the Employer for Group Claims Client Support. The CSC will proactively seek opportunities to increase client satisfaction with their group benefits program and will be the lead subject matter expert responding to client escalations, developing and reporting on service recovery plans, providing positive trending analysis and completing claim segment reviews to assess gaps, opportunities and training needs. The CSC is a Trusted Advisor to the Sr. CRE, employer and broker, and educates and trains on group benefit claim practices. The CSC will respond to the client's group claim needs through strong internal collaboration and partnerships.
How you will contribute:
Collaborates with SL personnel, including Group Benefit Claim Leaders, Internal Technology partners, Sr. CRE, Sr. Client Advocate (CA) and sales to meet client Group Claims expectations. Proactively provide solutions while meeting client experience objectives and managing client expectations

Establishes and maintains excellent working relationships with Employers/Brokers for their absence/ADA, disability, life and supplemental health benefit plans by providing end to end claim experience solutions, education and service.

Primary point of contact/response for Sr. CRE/CA and Client for Group Claim inquiries related to program performance, reporting discrepancies, issue resolution and service recovery efforts.

Proactively assesses, clarifies, and validates client claim needs on an ongoing basis. Uses client needs to propose innovative solutions to address unique needs (e. g. creation of custom reports. )

Develops and maintains excellent working relationships with internal service departments to oversee resolution of issues, identification of root cause and participation in creation of solutions

Partner with Implementation Consultant to ensure a seamless implementation of Group Claims products in which all questions and concerns can be addressed proactively on the front end; plays a key role in new account audits (pre/post effective date - systems, processes, talent)

Uses internal tools to create and manage client special handling instructions and ensures all relevant client requirements are documented

Conducts regular case reviews with internal departments to assess the overall Client claims experience and provides feedback to Internal Partners to minimize areas of error, maximize automation and heighten Client satisfaction

Participates in finalist and stewardship presentations, representing the Sun Life group claims value story in a consistent and confident manner; reviews group benefits claim experience information and other relevant client information to make recommendations and offers insights on their benefits program

Acts as the liaison for clients and internal teams; displays active listening skills and bridge relationships between Clients and Home Office partners to lead the team to find creative solutions in problem solving, sharing process enhancements and innovations being delivered in the Claims

Utilizes/updates administrative systems/platforms when applicable

Adhere to all corporate policies including those related to travel expenses

Travel Required: 10-20% of time depending on the Client block

What you will bring with you:
Ability to work with a diverse range of people

4+ years industry experience; Employee Benefit industry and/or knowledge of Group Benefit Services

Displays integrity through transparency, honest dealings, predictable reactions and well-controlled emotions. Demonstrate the ability to be fair and consistent in all professional dealings. Regularly acknowledge each team member's contributions and successes to the team.

Takes ownership of action and thought. Understands value in partnership and displays a strong understanding of the culture of Sun Life, of the market, their clients and brokers

Relationship management skills: demonstrated ability to build and foster productive and healthy relationships with sales, service, group claims personnel and other internal home office partners

Addresses conflict by working with others to resolve differences in a professional and productive manner

Foster strong relationships based on trust, open and honest dialogue

Maintain and represent the integrity of our organization while balancing the needs of the client

Demonstrates Personal Value/Personal Value Statement

Ability to independently organize and prioritize daily/weekly working structure to meet business activity goals and Client needs

Ability to communicate to Clients on how to most effectively work with Sun Life to the best overall claims experience

Strong presentation, interpersonal and communication skills

Strong negotiation and influencing skills

Effectively develop and deliver an elevator pitch: Company, Product and Self

Effective listening skills; note taking, recording data; active listening skills

Proven consultation and client relationship skills

Demonstrates resilience by reacting positively to changes and maintains poise, focus and flexibility when encountering difficulties or obstacles

Acts with a Client Lens; demonstrates drive for results

Adept at project management and multi-tasking

Superior Collaboration Skills

Strong analytical, mathematical and problem-solving skills

Do you see yourself in this role even if you haven't checked all the boxes above? We welcome all talented candidates and are committed to a culture that represents diversity in all forms. If you think you might thrive in this setting, we would love to hear from you.
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Life is brighter when you work at Sun Life
Excellent benefits and wellness programs to support the three pillars of your well-being - mental, physical and financial - including genero.