Dedicated Client Liaison, Bi-lingual

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

📋 Description

• Oversee the intake and resolution of inquiries, issues, and service requests related to employee benefits packages.

• Convert benefits knowledge into actionable and effective workplace solutions.

• Accurately convey client issues and resolutions to relevant stakeholders at Sun Life and the client.

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

• Establish and nurture relationships with client staff, vendors, consultants, Sun Life contacts, and colleagues from different offices.

• Keep updated on the client’s Sun Life benefits and apply this knowledge to benefit plans, processes, and products.

• Ensure accurate processing of employee benefits.

• Assist in the submission of benefit claims and track the progression of claims.

• Process and respond to Employer Verification Forms.

• Engage in client team meetings and address benefits-related inquiries.

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

• Utilize client administration systems to collect employee status information.

• Develop and present client-facing training sessions and presentations.

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

• Conduct root cause analysis and relay service trends and needs to Sun Life teams.

• Implement improvements to enhance clarity in benefit administration and assess outcomes.

• Identify opportunities for enhancing service performance and evaluate 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.

• Experience in administering disability and absence.

• Comprehensive knowledge of group insurance products and processes.

• Profound understanding of leave of absence processes, including eligibility criteria, documentation, and coordination with other benefits.

• Exceptional customer service skills.

• Excellent written and verbal communication abilities.

• Strong self-motivation, adaptability, and initiative.

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

• Proficient in Microsoft Office applications including Word, Excel, PowerPoint, and Outlook.

• Solid understanding of systems and technology.

• Comfortable with ambiguity and flexible enough to take on evolving responsibilities.

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

• Willingness to travel up to 10% of the time.

🏝️ Benefits

• Generous vacation and sick leave.

• Paid family, parental, and adoption leave.

• Medical insurance coverage.

• Company-funded life and AD&D insurance.

• Disability programs.

• Partially paid sabbatical program.

• 401(k) employer matching.

• Stock purchase options.

• Employer-funded retirement account.

• Flexible, inclusive, and collaborative working environment.

• Support for career growth.

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