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Sun Life · 1 month ago

Member Support Specialist

Kansas City, Missouri

Full-time

Onsite

New Grad, Entry Level

$41K/yr - $55K/yr

Sun Life is one of the largest providers of employee and government benefits in the U.S., helping millions access necessary care and coverage. The Member Support Specialist role involves acting as the primary contact for members, addressing inquiries related to group benefits plans, and ensuring high standards of customer service. Responsibilities also include administrative tasks related to claims management and continuous improvement initiatives.

FinanceFinancial ServicesInsurance

Culture & Values

H1B Sponsor Likely

Responsibilities

Will act as the primary contact for our Members and be responsible for answering Customer inquiries and identifying solutions to any problems during peak times as needed

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

When not supporting Customer Calls, responsibilities will also include administrative duties which facilitate new claim set up, and management of existing claims within Claim Shared Services

Review STD, LTD, Life, Life Waiver of Premium, Absence Documents

Manage Special Handling Process using instructions which vary for each group

Provide input and recommendations and analysis to management on business process

Emphasize Continuous Improvement, either enhancing the client experience or creating an efficiency

Assignment of tasks to the appropriate area based on various criteria

Ability to identify complex diagnosis and handle accordingly

Able to meet production goals each day, based on work assigned

Ability to maintain a high level of accuracy when handing assigned work

Respond to all emails, both internal and external, within the required timeframe

May assist in special project work or other duties as defined by the needs of the business

Requires working knowledge of claim processing procedures and system applications

Requires critical thinking skills, high accuracy, quality work products, ability to multi-task and maintain a high production of pace and focus

Must possess appropriate verbal communication skills to address various departments and clients

Effective judgement to use both categories of skills when applicable, as outlined above, to enhance or expedite the client experience

Qualification

Customer serviceClaim processing knowledgeProblem solvingWindows proficiencyMicrosoft ApplicationsVerbal communicationWritten communicationEmpathyCritical thinkingTeamworkFlexibilityAttention to detail

Required

Will act as the primary contact for our Members and be responsible for answering Customer inquiries and identifying solutions to any problems during peak times as needed

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