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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.