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 responsible for intake and resolution of client inquiries at Sun Life. Collaborating with internal partners to drive improvements based on client feedback.
Responsibilities
- responsible for intake and resolution of client inquiries, problems and/or service requests
- act as the primary issue resolution owner and be responsible for resolving any client problems or issues
- take ownership of issues from beginning to end
- coordinate with all necessary 'back office' areas to resolve
- act as the daily point of contact for any customer inquiries (calls, emails, web chats, etc.)
- track activities in CRM
- fulfill 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
Requirements
- Bachelor's degree preferred
- 3+ years of experience with Absence/statutory PFML
- 5+ years of client facing experience or equivalent combination of education and experience
- Excellent problem solving skills
- Strong verbal and written communication skills
- Knowledgeable, service oriented professional approach
- 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
- Experience effectively analyzing issues and identifying root causes to prevent reoccurrence
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
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