Senior Customer Advocate handling customer inquiries and ensuring service excellence. Collaborating with teams and providing information about products and services.
About the role
- Client Advocate managing inquiries and requests for better client experience at Sun Life. Collaborating with internal teams to resolve issues and ensure satisfaction of clients across various benefits services.
Responsibilities
- Responsible for the intake and resolution of client inquiries, issues, and or general service requests
- Accountable for bringing all client issues to resolution accurately, efficiently and to the client’s satisfaction
- Partner with CREs, brokers and internal service departments to ensure positive client experiences with Sun Life that leads to retention and growth of the assigned block of business
- Facilitates expedient and accurate resolution to client inquiries/issues/concerns to the client’s satisfaction
- 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
- 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
- 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
Requirements
- 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
- College degree preferred
- Two years client service experience or equivalent experience in Insurance or Employee Benefits
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 supporting career growth
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