Dedicated Client Liaison, Bi-lingual

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage the intake and resolution of inquiries, issues, and general service requests concerning employee benefits.

• Communicate client concerns accurately and efficiently to the relevant Sun Life and Client stakeholders.

• Collaborate with client employees, payroll, human resources, benefits teams, managers, and other personnel.

• Develop and sustain relationships with Client staff, vendors, consultants, Sun Life contacts, and teams in different offices.

• Acquire and apply expertise regarding the Client’s Sun Life benefits, benefit plans, internal processes, and products.

• Ensure precise processing of employee benefits.

• Assist with the submission of benefit claims and monitor the progress of claims.

• Process and respond to Employer Verification Forms.

• Participate in Client team meetings and address inquiries regarding Sun Life benefits.

• Offer guidance on benefit administration, disability coverage, paid leave management, and plan oversight.

• Utilize Client administration systems to collect employee status information.

• Create and present training and presentations for Clients.

• Analyze reports, perform audits, and communicate findings to the Client.

• Conduct root cause analysis and convey trends and opportunities for improvement.

• Implement enhancements for clarity in benefit administration and evaluate outcomes.

• Identify opportunities to enhance service performance and assess the Client relationship.

⛳️ Requirements

• Bilingual fluency in Spanish is mandatory.

• A Bachelor's degree is preferred.

• A minimum of 3+ years of relevant work experience is required.

• Ability to navigate and demonstrate sensitivity to the dynamics of being a Sun Life employee dedicated to the Client’s worksite.

• Extensive experience in administering disability and absence.

• Profound knowledge of group insurance products and processes.

• Comprehensive understanding of leave of absence procedures, including eligibility requirements, documentation, and coordination with other benefits.

• Exceptional customer service abilities along with superior written and oral communication skills.

• Strong self-motivation, adaptability, and initiative.

• Capability to work with diverse individuals and manage challenging customer service scenarios.

• Solid understanding of systems and technology.

• Proficiency in Microsoft Word, Excel, PowerPoint, and Outlook.

• Comfort with ambiguity and flexibility to embrace evolving responsibilities.

• Thorough understanding of reports and basic data analysis for benefit administration, particularly using an On Demand Reporting Tool.

• Willingness to travel 10% of the time.

🏝️ Benefits

• Discretionary annual incentive award based on individual and business performance.

• Generous vacation and sick leave.

• 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.

• Support for career growth.