Sun Life · 1 day ago
Client Advocate
Hartford, Connecticut
Full-time
Onsite
Entry Level
$58K/yr - $88K/yr
2+ years expSun 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. The Client Advocate is responsible for the intake and resolution of client inquiries and issues, ensuring positive client experiences that lead to retention and growth of the assigned block of business.
FinanceFinancial ServicesInsurance
Responsibilities
Facilitates expedient and accurate resolution to client inquiries/issues/concerns to the client’s satisfaction – the client includes home office/field partners, brokers and policyholders, provides front-line service for all matters important to the BA and their benefit plans; owns the issue and provides knowledgeable and timely service to clients, brokers and internal partners
Accountable for coordinating any special BA requests- service recovery, exceptions, and other special requests with all impacted service teams
Manages, follows-through, and resolves all client inquiries, issues, and concerns through collaboration with internal partners
Fulfills customized reporting requests from clients
Submits and provides all necessary data for amendments including the generation and submission of necessary documentation that will allow for completion of complex amendments; partners with internal teams to resolve any questions or issues required to complete the amendment
Develops and maintains excellent working relationships with the CRE, EBR and other internal departments to oversee resolution of issues to the client’s satisfaction
Maintains complete documentation of all activities in Salesforce
Utilize/update administrative systems/platforms
Identify and drive continuous improvements
Analyze trends and perform root cause analysis to partner with internal teams on continuous improvement opportunities
Escalate issues with root cause analysis to inform the overall strategy for improving the client experience
Identify and respond to changes in external environment and client needs
Identify areas for Sun Life to bolster performance and meaningful ways to measure and value client relationships
Monitors and tracks Service Guarantee / Performance Guarantee performance, delivers Client outcome when appropriate
Documents and tracks Service Escalations and Complaints in Salesforce and Complaint Management System
Qualification
Required
Demonstrated Group Product knowledge proficiency in Short-Term Disability, Long Term Disability, Life, Leave / Absence and Supplemental Health
Ability to work accurately and effectively in a fast paced environment
Ability to actively listen to clients, pay attention to their needs, wants, likes, dislikes, trends, ideas and suggestions
Knowledgeable, service-oriented professional approach
Ability to flex and adapt in a rapidly changing work environment
Proven record of providing strong, accurate and effective client service
Ability to influence the horizontal process and influence the owners of each part of the process
Excellent problem solving skills
Experience in effectively analyzing issues and identifying root causes to prevent re-occurrence
Strong knowledge of systems and technology
Strong verbal and written communication skills
Thorough comprehension of contract provisions and administrative policies and procedures
In-depth knowledge of group insurance products and processes
Displays integrity through transparency, honest dealings, predictable reactions and well-controlled emotions; demonstrates the ability to be fair and consistent in all professional dealings
Proficient with Microsoft Tools including PowerPoint, Word and Excel
Knowledge of Salesforce
Two years client service experience or equivalent experience in Insurance or Employee Benefits
Preferred
College degree preferred
Benefits
Generous vacation and sick time
Market-leading paid family, parental and adoption leave
Medical coverage
Company paid life and AD&D insurance
Disability programs
Partially paid sabbatical program
401(k) employer match
Stock purchase options
Employer-funded retirement account
Flexible, inclusive and collaborative work environment
Company
Sun Life
Sun Life is a leading financial services organization dedicated to helping people achieve lifetime financial security and live healthier lives.
10001+ employees
H1B Sponsorship
Sun Life has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (22)
2024 (27)
2023 (18)
2022 (18)
2021 (12)
2020 (13)
Funding
Current Stage
Public CompanyTotal Funding
$1.05B2024-05-13Post Ipo Debt· $548.79M
2023-07-04Post Ipo Debt· $500M
2000-03-24IPO
Leadership Team
Kevin Strain
President & CEO
Luc Nhon Ly
Chief Executive Officer
Recent News
2025-12-02
MarketScreener
2025-12-02
South China Morning Post
2025-11-27
Company data provided by crunchbase