Sun Life · 1 week ago
Senior Client Advocate
U.S. Telecommuters
Full-time
Onsite
Mid, Senior Level
$73K/yr - $110K/yr
5+ 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. As a Senior Client Advocate, you will facilitate expedient and accurate resolution to client inquiries and issues, ensuring satisfaction for clients including home office partners, brokers, and policyholders.
FinanceFinancial ServicesInsurance
Responsibilities
Accountable for coordinating any special Benefit Administrator 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
Develops and maintains customized reporting requests from clients
Submits and provides all necessary data for amendments/revisions 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/Sr. CRE, EBR and other internal departments to oversee resolution of issues to the client’s satisfaction
Maintains a comprehensive knowledge of the Absence Management product, processes and related laws (national, state, local)
Acts as back-up for the CRE/Sr. CRE on the assigned block of business when they are unavailable (i.e. extended business travel, vacation, etc.)
Maintains complete documentation of all activities in Salesforce
Utilizes/updates 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
Recommends innovative ideas that can drive the ongoing growth of our book of business
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
Demonstrate a capability for mentoring toward the development of their peers
Qualification
Required
Demonstrated deep Group Employee Benefits product knowledge; proficiency in Short-Term Disability, Long Term Disability, Life, Leave / Absence Management and Supplemental Health
Ability to work accurately and effectively in a fast-paced environment
Ability to actively listen to clients (specifically complex clients), paying attention to their customized 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, timely, accurate and effective client service
Ability to influence the horizontal process and influence the internal owners of each part of the process
Excellent problem solving skills
Demonstrated expertise in analyzing issues and identifying root causes to prevent reoccurrence
Strong knowledge of systems and technology and ability to find ways to apply Sun Life capabilities to unique large client needs
Excellent verbal and written communication skills
Thorough comprehension of contract provisions and administrative policies and procedures
Extensive, 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. Regularly acknowledges each team member's contributions and successes to the team
Proficient with Microsoft Tools including PowerPoint, Word and Excel
Knowledge of Salesforce
Ability to work with Underwriting to review and understand Plan performance and financial performance of the Client
Preferred
5+ years of client service experience; with specific experience working on large, complex, key, or strategic accounts 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