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 our Clients. 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 challenged by working with dynamic colleagues to find new and innovative ways to make Sun Life the best benefits company in America. 

The opportunity: 

In this role, you will be responsible for intake and resolution of Customer (U2000 lives) inquiries, problems and/or service requests. You will act as the primary issue resolution owner and be responsible for resolving any Customer problems or issues. You will take ownership of issues from beginning to end.

How you will contribute: 

• Main Accountabilities:
  • Coordinate with all necessary 'back office' areas to resolve - Organize, oversee, manage, monitor and follow through
  • Act as the secondary intake point for any Customer inquiries (calls, emails, web chats, etc.), with the Client Relationship Executive being the primary contact
  • Track activities in CRM (Salesforce)
  • Responsible for fulfilling reporting requests from customers
  • Maintain tracking and reporting. Identify and drive business changes / continuous improvements needed
  • Look at trends and root cause analysis and work with internal partners from claims, Underwriting, etc. to identify improvement opportunities

Specialized Knowledge & Skills:

• The incumbent must be very responsive, resolving service issues as quickly as possible
• This role will develop solutions to customer needs/issues during the entire lifecycle of the case
• Able to work effectively in a fast-paced environment
• The ability to actively listen to customers, paying attention to their needs, wants, likes, dislikes, trends, ideas and suggestions is critical
• Knowledgeable, service oriented professional approach
• This role requires flexibility, adaptability, the ability to pitch in and always support the team’s work
• Proven record of providing strong and effective customer service
• Ability to Influence the horizontal process and influence the owners of each part of the process

What you will bring with you: 

• Excellent problem-solving skills
• High energy and enthusiasm
• Experience effectively analyzing issues and identifying root causes to prevent reoccurrence
• Understanding of systems and technology
• Strong verbal and written communication skills

Education & Experience:          

• The incumbent should have a thorough understanding of employee group benefits insurance contract provisions, administrative policies and procedures
• Bachelor's degree
• 5+ years employee group benefits insurance experience or an equivalent combination of education and experience

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. 

  

Not ready to apply yet but want to stay in touch? Join our talent community to stay connected until the time is right for you! 

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 generous vacation and sick time, market-leading paid family, parental and adoption leave, a partially-paid sabbatical program, medical plans, company paid life and AD&D insurance as well as disability programs and more 
• Retirement and Stock Purchase programs to help build and enhance your future financial security including a 401(k) plan with an employer-paid match as well as an employer-funded retirement account  
• A flexible work environment with a friendly, caring, collaborative and inclusive culture  
• Great Place to Work® Certified in Canada and the U.S.  
• Named as a “Top 10” employer by the Boston Globe's “Top Places to Work” two years running 

  

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. 

  

If you are a California resident, the salary range for this position is: 

• Southern California region: 61,700-92,600 annually

• Central California region: 65,000-97,500 annually
• Northern California region: 69,500-104,300 annually

If you are a Minnesota, Colorado or Nevada resident, the salary range for this position is 58,900-88,400 annually

If you are an Illinois, Connecticut or Maryland resident, the salary range for this position is 61,700-92,600 annually

If you are Washington, Washington D.C., and Rhode Island resident, the salary range for this position is 65,000-97,500 annually

If you are a New York resident, the salary range for this position is 69,500-104,300 annually

  

We consider various factors in determining actual pay including your skills, qualifications, and experience.  In addition to salary, this position is eligible for incentive awards based on individual and business performance as well as a broad range of competitive benefits. 

Sun Life Financial is a leading provider of group insurance benefits in the U.S., helping people protect what they love about their lives. More than just a name, Sun Life symbolizes our brand promise of making life brighter -for our customers, partners, and communities. Join our talented, diverse workforce and launch a rewarding career. Visit us at www.sunlife.com/us to learn more. 

At Sun Life we strive to create a flexible work environment where our employees are empowered to do their best work. Several flexible work options are available and can be discussed throughout the selection process depending on the role requirements and individual needs.  

#LI-remote   

Our Affirmative Action Program affirms our commitment to make reasonable accommodation to the known physical or mental limitation of otherwise-qualified individuals with disabilities or special disabled veterans, unless the accommodation would impose an undue hardship on the operation of our business. Please email [email protected] to request an accommodation.

At Sun Life we strive to create a flexible work environment where our employees are empowered to do their best work. Several flexible work options are available and can be discussed throughout the selection process depending on the role requirements and individual needs.

Sales - Distribution Support

01/09/2024

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.