Client Advocate - National Accounts

About the role

In this role, you will be responsible for intake and resolution of National Account block customer 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.

Responsibilities

• 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 Executive being the primary contact
• Track activities in CRM
• 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
• What you will bring with you:
• 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 and the ability to pitch in and support the team's work at all times
• 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
• Excellent problem solving skills and 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 contract provisions and administrative policies and procedures
• Bachelor's degree with 5+ years of experience or an equivalent combination of education and experience
• 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
• We will make reasonable accommodation s to the known physical or mental li

Benefits

Additional Information

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 stop-loss insurance, and healthcare navigation. We have more than 6,400 employees and associates in our partner dental practices and operate nationwide. Visit our website to discover how Sun Life is making life brighter for our customers, partners and communities. Job Description:

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