On-Site Disability & Leave Client Advocate - Sun Life Financial

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.

Location: We support US flexible working arrangements in the contiguous 48 states, however this role has a weekly hybrid work schedule with some days on site at our Client’s locations in Michigan (Ann Arbor area and Detroit Metro area) and some days remote.  

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 empower and challenged by working with dynamic colleagues to find new and innovative ways to make Sun Life the best benefits company in America. 

The opportunity: 

In the role of On-site Disability and Leave Client Advocate, you will be responsible for the intake and resolution of inquiries, issues, and /or general service requests for all questions related to leave of absence, short- or long-term disability, workplace accommodation and other services provided by Sun Life to our Client. You will need to attend meetings on-site at our Client's facilities in Michigan (Ann Arbor and Detroit Metro area). This position may also require attendance at meetings or other events at our Wellesley Hills MA office or other offices of Sun Life as required. 

This 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. 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.

How you will contribute: 

• Developing and maintaining relationship with executives and staff, vendors, and consultants, as well as team members in other offices.

• Mastering knowledge of the Client enforce Sun Life benefits, leave plans and other benefits.

• Understanding and actively operating within Client’s administration systems to gather employee status information regarding leave, time worked and status.

• Serves as the point of contact for Client leave administration. Provides guidance and responds to inquiries from Client HR team related to leave requests.

• Proactively sharing insight and experience of leave administration, disability coverages and plan management with Sun Life Client’s employees and HR team members,

• Participating in Client’s Human Resource and team meetings to answer questions regarding Sun Life’s benefits and leave plans to questions for the Client.

• Integrating knowledge of Sun Life, leave plans, systems and products with the internal processes, and products to address the needs of the Client.

• Tracking and researching leave claim activity through Sun Life systems as well as Client systems,

• Assisting in claims submission by identifying missing information, and ensuring Client is providing the employer requirements.

• Monitoring claims progression through the Sun Life process, answering any status questions and facilitate 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 communicating with leave and claims examiners regarding trends, needs and employee level experience.

• Identifies and implements ways to make the leave process more understandable for employees.

• Utilize/update administrative systems/platforms as well as identify and drive continuous improvements.

• Analyze trends and perform root cause analysis to continuously improve the Client experience.

• Identify areas for Sun Life to bolster performance of the Services and meaningful ways to measure and value the Client relationship.

What you will bring with you: 

• Bachelor’s degree or Associate’s 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 FMLA/other leave/absence management programs.

• 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.

• Ability to handle difficult customer service situations.

• Experience in developing materials to support a smooth leave of absence process.

• Demonstrates 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 leave trends while supporting leave administration.

• Superior listening skills, presentation skills and strong attention to detail.

• 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.

• You will be responsible for defining and expanding the scope of your role to best support the Client's evolving requirements.

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.