Senior Client Support Consultant
Senior Client Support Consultant
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$ 71100 - 106700
1 Vacancy
Job Description
Sun 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. Through employers industry partners and government programs Sun Life U.S. offers a portfolio of benefits and services including dental vision disability absence management life supplemental health medical stoploss insurance and healthcare navigation. We have more than 6400 employees and associates in our partner dental practices and operate nationwide.
Job Description:
Sun Life embraces a hybrid work model that balances inoffice collaboration with the flexibility of virtual work.
The Client Support Consultant (CSC) is responsible for the group claims client facing experience for the employer segment 2000 enrolled employees. The CSC represents group claims as the primary point of contact for the Sr. Client Relationship Executive (Sr. CRE) and the Employer for Group Claims Client Support. The CSC will proactively seek opportunities to increase client satisfaction with their group benefits program and will be the lead subject matter expert responding to client escalations developing and reporting on service recovery plans providing positive trending analysis and completing claim segment reviews to assess gaps opportunities and training needs. The CSC is a Trusted Advisor to the Sr. CRE employer and broker and educates and trains on group benefit claim practices. The CSC will respond to the clients group claims needs through strong internal collaboration and partnerships.
How you will contribute:
Collaborates with SL personnel including Group Benefit Claim Leaders Internal Technology partners Sr. CRE Sr. Client Advocate (CA) and sales to meet client Group Claims expectations. Proactively provide solutions while meeting client experience objectives and managing client expectations
Establishes and maintains excellent working relationships with Employers/Brokers for their absence/ADA disability life and supplemental health benefit plans by providing end to end claim experience solutions education and service.
Primary point of contact/response for Sr. CRE/CA and Client for Group Claim inquiries related to program performance reporting discrepancies issue resolution and service recovery efforts.
Proactively assesses clarifies and validates client claim needs on an ongoing basis. Uses client needs to propose innovative solutions to address unique needs (e.g. creation of custom reports.
Develops and maintains excellent working relationships with internal service departments to oversee resolution of issues identification of root cause and participation in creation of solutions
Partner with Implementation Consultant to ensure a seamless implementation of Group Claims products in which all questions and concerns can be addressed proactively on the front end; plays a key role in new account audits (pre/post effective date systems processes talent)
Uses internal tools to create and manage client special handling instructions and ensures all relevant client requirements are documented
Conducts regular case reviews with internal departments to assess the overall Client claims experience and provides feedback to Internal Partners to minimize areas of error maximize automation and heighten Client satisfaction
Participates in finalist and stewardship presentations representing the Sun Life group claims value story in a consistent and confident manner; reviews group benefits claim experience information and other relevant client information to make recommendations and offers insights on their benefits program
Acts as the liaison for clients and internal teams; displays active listening skills and bridge relationships between Clients and Home Office partners to lead the team to find creative solutions in problem solving sharing process enhancements and innovations being delivered in the Claims
Travel Required: 1020 of time depending on the Client block
What you will bring with you:
Ability to work with a diverse range of people
4 years industry experience; Employee Benefit industry and/or knowledge of Group Benefit Services
Displays integrity through transparency honest dealings predictable reactions and wellcontrolled emotions. Demonstrate the ability to be fair and consistent in all professional dealings. Regularly acknowledge each team members contributions and successes to the team.
Takes ownership of action and thought. Understands value in partnership and displays a strong understanding of the culture of Sun Life of the market their clients and brokers
Relationship management skills: demonstrated ability to build and foster productive and healthy relationships with sales service group claims personnel and other internal home office partners
Addresses conflict by working with others to resolve differences in a professional and productive manner
Foster strong relationships based on trust open and honest dialogue
Maintain and represent the integrity of our organization while balancing the needs of the client
Ability to independently organize and prioritize daily/weekly working structure to meet business activity goals and Client needs
Ability to communicate to Clients on how to most effectively work with Sun Life to the best overall claims experience
Strong presentation interpersonal and communication skills
Effectively develop and deliver an elevator pitch: Company Product and Self
Demonstrates resilience by reacting positively to changes and maintains poise focus and flexibility when encountering difficulties or obstacles
Acts with a Client Lens; demonstrates drive for results
Adept at project management and multitasking
Superior Collaboration Skills
Strong analytical mathematical and problemsolving skills
Salary:
$71100 $106700
At our company we are committed to pay transparency and equity. The salary range for this role is competitive nationwide and we strive to ensure that compensation is fair and equitable. Your actual base salary will be determined based on your unique skills qualifications experience education and geographic location. In addition to your base salary this position is eligible for a discretionary annual incentive award based on your individual performance as well as the overall performance of the business. We are dedicated to creating a work environment where everyone is rewarded for their contributions.
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We are committed to fostering an inclusive environment where all employees feel they belong are supported and empowered to thrive. We are dedicated to building teams with varied experiences backgrounds perspectives and ideas that benefit our colleagues clients and the communities where we operate. We encourage applications from qualified individuals from all backgrounds.
Life is brighter when you work at Sun Life
At Sun Life we prioritize your wellbeing with comprehensive benefits including generous vacation and sick time marketleading paid family parental and adoption leave medical coverage company paid life and AD&D insurance disability programs and a partially paid sabbatical program. Plan for your future with our 401(k) employer match stock purchase options and an employerfunded retirement account. Enjoy a flexible inclusive and collaborative work environment that supports career growth. Were proud to be recognized in our communities as a top employer. Proudly Great Place to Work Certified in Canada and the U.S. weve also been recognized as a Top 10 employer by the Boston Globes Top Places to Work for two years in a row. Visit our website to learn more about our benefits and recognition within our communities.
We will make reasonable accommodations to the known physical or mental limitations of otherwisequalified individuals with disabilities or special disabled veterans unless the accommodation would impose an undue hardship on the operation of our business. Please email to request an accommodation.
For applicants residing in California please read our employee California Privacy Policy and Notice.
We do not require or administer lie detector tests as a condition of employment or continued employment.
Sun Life will consider for employment all qualified applicants including those with criminal histories in a manner consistent with the requirements of applicable state and local laws including applicable fair chance ordinances.
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.
Job Category:
Posting End Date:
Required Experience:
Senior IC
Employment Type
Full-Time
