Client Advocate

About the role

This position supports Sun Life U.S. clients operating on Pacific Standard Time. You will be responsible for the intake and resolution of group benefit customer inquiries, problems, and service requests for a portfolio of approximately 1,000 lives. As the primary issue‑resolution owner, you will take ownership of cases from beginning to end, ensuring timely and effective outcomes.

Responsibilities

• Coordinate with all necessary back‑office areas to resolve issues.
• Organize, oversee, manage, monitor, and follow through on case activities.
• Serve as the daily point of contact for customer inquiries via calls, emails, video conferences, etc.
• Track all activities in the CRM system.
• Fulfill reporting requests from customers and maintain tracking and reporting documentation.
• Identify and drive business changes and continuous‑improvement initiatives.
• Analyze trends and conduct root‑cause analysis; collaborate with internal partners (claims, underwriting, etc.) to identify improvement opportunities.

Requirements

• Thorough understanding of group benefit contract provisions and administrative policies and procedures.
• Experience within the Group Employee Benefits industry, including FMLA and Paid Statutory Leave.
• Bachelor’s degree preferred.
• 5+ years of client‑facing experience or an equivalent combination of education and experience.
• Excellent problem‑solving skills, high energy, and enthusiasm.
• Strong verbal and written communication abilities.

Skills

• Very responsive, resolving service issues quickly.
• Develop solutions throughout the entire case lifecycle.
• Effective in a fast‑paced environment.
• Active listening to capture customer needs, trends, and suggestions.
• Service‑oriented professional approach.
• Flexibility and adaptability; willingness to support the team as needed.
• Proven record of providing strong and effective customer service.
• Ability to influence horizontal processes and engage owners of each process step.
• Experience analyzing issues and identifying root causes to prevent recurrence.
• Understanding of systems and technology.
• Ability to work standard hours through 5 PM PST.

Benefits

• Comprehensive benefits package, including generous vacation and sick time.
• Market‑leading paid family, parental, and adoption leave.
• Medical coverage and company‑paid life and AD&D insurance.
• Disability programs and a partially paid sabbatical program.
• 401(k) employer match, stock purchase options, and an employer‑funded retirement account.
• Flexible, inclusive, and collaborative work environment that supports career growth.
• Recognition as a Great Place to Work® Certified employer in Canada and the U.S., and a “Top 10” employer by the Boston Globe’s “Top Places to Work” for two consecutive years.

Pay

National Average Base Salary: $58,800 – $88,200. This role is also eligible for a discretionary annual incentive award based on individual performance and overall business results.