You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. Discover how you can make a difference in the lives of individuals, families and communities around the world.

At Sun Life, we look for optimistic people who want to make life brighter for our Clients. We understand the value of diverse cultures, perspectives, and identities, and want you to bring your full and authentic self to work. Every day, you’ll be empowered and challenged by working with dynamic colleagues to find new and innovative ways to make Sun Life the best benefits company in America.

Location: We support US virtual working arrangements in the contiguous 48 states

The work location of this position can be virtual. There is a preference for some ability to work at the Client site (Buffalo, NY) periodically. The position may also require occasional attendance at meetings or other events at offices of Sun Life.

The opportunity:

The 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, absence and other services provided by Sun Life Assurance Company of Canada to The Client (“the Services”).

How you will contribute:

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 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 absence programs.
• Develops and maintains excellent working relationships with the Sun Life claims team, NY PFL & DBL and absence claims organizations, 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 absence, 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

What you will bring with you:

• In-depth knowledge of group insurance products and NY PFL & DBL programs and processes
• Deep Absence Management experience; strongly preferred
• Thorough understanding of contract provisions and administrative policies and procedures
• Experience in effectively analyzing issues and identifying root causes to prevent reoccurrence
• Ability to navigate the dynamic of being a Sun Life employee dedicated to the client’s worksite and to demonstrate appropriate professionalism, discretion, and loyalty to Sun Life
• Close attention to detail.
• Ability to influence the horizontal process and influence the owners of each part of the process
• Strong understanding of systems and technology
• Strong verbal and written communication skills
• Flexibility, adaptability, and the ability to pitch in and support the team's work
• Regular, reliable, and predictable work 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.
• Knowledgeable, service-oriented professional approach
• Proven record of providing strong, accurate and effective customer service
• Excellent problem-solving skills with high energy and enthusiasm
• Displays integrity, professionalism, and transparency in communications with Sun Life staff.

Do you see yourself in this role even if you haven’t checked all the boxes above? We welcome all talented candidates and are committed to a culture that represents diversity in all forms. If you think you might thrive in this setting, we would love to hear from you.

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

• Excellent benefits and wellness programs to support the three pillars of your well-being – mental, physical and financial – including generous vacation and sick time, market-leading paid family, parental and adoption leave, a partially-paid sabbatical program, medical plans, company paid life and AD&D insurance as well as disability programs and more
• Retirement and Stock Purchase programs to help build and enhance your future financial security including a 401(k) plan with an employer-paid match as well as an employer-funded retirement account
• A flexible work environment with a friendly, caring, collaborative and inclusive culture
• Great Place to Work® Certified in Canada and the U.S.

• Named as a “Top 10” employer by the Boston Globe's “Top Places to Work” two years running

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.

If you are a California resident, the salary range for this position is:

• Southern region: 60,000-90,000 annually
  • Central region: 63,200-94,900 annually
  • Northern region: 67,600-101,400annually

If you are a Colorado resident, the salary range for this position is 57,200-85,900

If you are a New York resident, the salary range for this position is 67,600-101,400

If you are Washington resident, the salary range for this position is 63,200-94,900 annually

We consider various factors in determining actual pay including your skills, qualifications, and experience. In addition to salary, this position is eligible for incentive awards based on individual and business performance as well as a broad range of competitive benefits.

Sun Life Financial is a leading provider of group insurance benefits in the U.S., helping people protect what they love about their lives. More than just a name, Sun Life symbolizes our brand promise of making life brighter -for our customers, partners, and communities. Join our talented, diverse workforce and launch a rewarding career. Visit us at www.sunlife.com/us to learn more.

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.

#LI-hybrid

Our Affirmative Action Program affirms our commitment to make reasonable accommodation to the known physical or mental limitation of otherwise-qualified individuals with disabilities or special disabled veterans, unless the accommodation would impose an undue hardship on the operation of our business. Please email recruitingUS@sunlife.com to request an accommodation.

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.

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.