Client Services Specialist

About the role

Client Services Specialists (CSS) play a key role in providing service excellence by acting as a primary point of contact for small group employer clients and brokers. You will take ownership of client inquiries and see each through to resolution. Research inbound requests in a timely manner to establish positive client relationships. Conduct outbound follow-up and engage internal departments, when needed, to fully resolve complex and/or escalated service requests. Build strong working relationships to address and support client needs.

Newer CSS team members primarily handle inbound calls, but with experience and coaching, can transition to email and web chat inquiries. Joining our team as a CSS will help you build foundational knowledge in group insurance that can be applied to future growth opportunities within Sun Life.

Responsibilities

• Strong problem-solving skills to resolve client inquiries
• Multi-task and work across various technology platforms
• Continuously learn and adapt to evolving client needs
• Develop and leverage organizational relationships to better serve clients
• Work with a diverse range of people
• Adhere to contact center and metric expectations
• Availability to work overtime as needed
• Work flexible shifts with start times between 8AM EST-11:30AM EST

Requirements

• Excellent verbal and written communication skills
• Client-focused mindset and an empathetic approach toward others
• 1+ years of customer service or call center experience

Pay

The salary range for this role is $49,200 - $66,400. Your actual base salary will be determined based on your unique skills, qualifications, experience, education, and geographic location. In addition to your base salary, this position is eligible for a discretionary annual incentive award based on your individual performance as well as the overall performance of the business.

Benefits

• Generous vacation and sick time
• Market-leading 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

Sun Life is proud to be Great Place to Work® Certified in Canada and the U.S. and has been recognized as a "Top 10" employer by the Boston Globe's "Top Places to Work" for two years in a row.