Disability and Leave Client Advocate

5 days ago

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Sun Life

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10,000+

Description

• In the role of Disability and Leave Client Advocate, you will be responsible for the intake and resolution of inquiries, issues, and /or general service requests related to the Client’s employee benefits package. • This position may potentially attend meetings on-site at our Client's facilities and Sun Life offices as required. • The position is accountable for bringing all customer issues to resolution accurately, efficiently and in full communication to all appropriate individuals and teams at Sun Life. • You will partner with various stakeholders such as the payroll department, human resources, benefits department, and managers, and other personnel as needed to field questions and provide training/ information regarding the services for our client. • Develop and maintain relationships with executives and staff, vendors, and consultants as well as team members in other offices. • Master knowledge of the Client enforce Sun Life benefits. • Understanding and actively operating within Client’s administration systems to gather employee status information. • Serves as the point of contact for Sun Life benefit administration. • Provides guidance and responds to inquiries from Client HR team related to disability and other benefit requests. • Proactively shares insight and experience of benefit administration, disability coverages and plan management with Sun Life Client’s employees and HR team members. • Participates in Client’s Human Resource and team meetings to answer questions regarding Sun Life’s benefits. • Coordinates with relevant stakeholders to ensure accurate and timely processing of employee benefits, including enrollment, changes, and terminations. • Tracks and researches disability claim activity through Sun Life systems as well as Client systems. • Assists in claims submission by identifying missing information, ensuring Client is providing the employer requirements. • Monitors claims progression through the Sun Life process, answering any status questions and facilitates follow up or gathering of additional information to aid in the claims review process. • Collaborates with Client and Sun Life to properly implement offsets of benefits where appropriate. • Proactively communicates with claims examiners regarding trends, needs and employee level experience. • Identifies and implements ways to make the benefit administration process more understandable for employees. • Utilizes/updates administrative systems/platforms as well as identify and drive continuous improvements. • Analyzes trends and performs root cause analysis to continuously improve the Client experience. • Identifies areas for Sun Life to bolster performance of the Services and meaningful ways to measure and value the Client relationship. • Defining and expanding the scope of this role to best support the Client's evolving needs.

Requirements

• Bachelor’s degree or associate Degree with 2+ years of related work experience. • Strong computer skills, basic math skills and excellent data entry skills. • Superior written and oral communication skills, including the ability to confidently present complex information in a clear and compelling manner. • Experience administering leave and benefit management programs. • A general understanding of the leave of absence process, including eligibility requirements, documentation, and coordination with other benefits such as short- and long-term disability. • Flexibility, adaptability and the ability to pitch in and support the team's work at all times. • Thorough understanding of contract provisions and administrative policies and procedures. • Ability to work successfully with a diverse range of people and handle difficult customer service situations. • A strong understanding of systems and technology, including proficiency in Microsoft Office programs such as Word, Excel, PowerPoint, and Outlook. Able to effectively apply this knowledge to streamline workflows, enhance productivity, and provide technical support to team members as needed. • Ability and deep understanding of developing and utilizing reports and/or dashboards to inform the client on trends while supporting benefit administration. • Ability to influence the horizontal process and influence the owners of each part of the process. • Demonstrated ability to work independently, take initiative, and adapt to changing Client needs.

Benefits

• 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.