100% Remote Disability Client Advocate
Company: Sun Life
Location: New Bedford
Posted on: January 13, 2023
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Job Description:
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.
Job Description:
Summary
The Onsite Disability Client Advocate role is responsible for the
intake and resolution of inquiries, issues, and/or general service
requests for all questions related to NY PFL & DBL, short- or
long-term disability and other services provided by Sun Life
Assurance Company of Canada to The Client ("the Services"). The
work location of the position will be on-site at the client (or
virtual). The position will also require attendance at meetings or
other events at the Wellesley Hills office or other offices of Sun
Life as required. The position is accountable for bringing all
Client customer issues to resolution accurately, efficiently and in
full communication to all appropriate individuals and teams at Sun
Life. The Onsite Disability Client Advocate role partners with The
Client's Payroll department, Human Resources, benefits department,
and managers, and other personnel as needed to field questions and
provide training/ information regarding the Services for the client
needs. While the role assists The Client staff, the incumbent must
demonstrate sensitivity to the fact that employment is with Sun
Life role and not the client.
The essential functions of the role include but are not limited to
the following:
Facilitates expedient and accurate resolution of customer and Sun
Life inquiries/issues/concerns to the satisfaction of the person/
group inquiring. The role will be responsible for interacting with
Sun Life staff and The Client staff in the provision of the
Services.
Responsible for coordinating any special communication regarding
The Client Services to and from the Payroll and Human resource
teams.
Manages, follows-through, and resolves all inquiries, issues, and
concerns regarding the Services through collaboration between and
among Sun Life and the client.
Fulfills customized informational requests from The Client and its
employees.
Facilitates communication between Sun Life claims teams and The
Client teams.
Submits and provides all necessary data for plan management of The
Client NY PFL & DBL program including disability and NY PFL & DBL
programs.
Develops and maintains excellent working relationships with the Sun
Life claims team, NY PFL & DBL claims organization, Sun Life Legal,
Client teams of HR, Benefits, Payroll, Field management and
individual employees.
Demonstrates excellent judgment in ensuring that communications
with The Client have been properly vetted, where appropriate, with
key Sun Life team members, including but not limited to staff
responsible for claims, NY PFL & DBL.
Demonstrates excellent judgment in escalating legal issues to Sun
Life Legal, coordinating communications about potential legal
issues with Sun Life Legal, and demonstrates an excellent awareness
of the importance of not providing advice to The Client Staff that
could be construed as legal advice.
Maintains complete documentation of all in appropriate systems.
Utilize/update administrative systems/platforms
Identify and drive continuous improvements
Analyze trends and perform root cause analysis to continuously
improve the client experience.
Escalate issues with root cause analysis to inform the overall
strategy for improving the customer experience
Identify and respond to changes in external environment and
customer needs
Identify areas for Sun Life to bolster performance of the Services
and meaningful ways to measure and value the Client customer
relationships
The essential functions of the role also include, but are not
limited, to the following:
Close attention to detail.
Regular, reliable, and predictable attendance.
Ability to multi-task effectively in a fast-paced environment
Ability to actively listen to customers to determine, address, and
communicate their needs, wants, likes, dislikes, trends, ideas, and
suggestions related to the Services.
Excellent oral and written communication skills.
Ability to navigate the dynamic of being a Sun Life employee
located at a client's worksite and to demonstrate appropriate
professionalism, discretion, and loyalty to Sun Life.
Knowledgeable, service-oriented professional approach
Flexibility, adaptability, and the ability to pitch in and support
the team's work
Proven record of providing strong, accurate and effective customer
service
Ability to influence the horizontal process and influence the
owners of each part of the process
Excellent problem-solving skills with high energy and
enthusiasm
Experience in effectively analyzing issues and identifying root
causes to prevent reoccurrence
Strong understanding of systems and technology
Strong verbal and written communication skills
Thorough understanding of contract provisions and administrative
policies and procedures
In-depth knowledge of group insurance products and NY PFL & DBL
programs and processes
Displays integrity, professionalism, and transparency in
communications with Sun Life staff.
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.
For applicants residing in California, please read our employee
California Privacy Policy and Notice. California Privacy Policy and
Notice.
Job Category:
Sales - Distribution Support
Posting End Date:%307342% %%sales%%
Keywords: Sun Life, New Bedford , 100% Remote Disability Client Advocate, Other , New Bedford, Massachusetts
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