Implementation Consultant

Sun Life U.S. is one of the largest providers of employee and government benefits, helping approximately 50 million Americans access the care and coverage they need. Through employers, industry partners and government programs, Sun Life U.S. offers a portfolio of benefits and services, including dental, vision, disability, absence management, life, supplemental health, medical stop-loss insurance, and healthcare navigation. We have more than 6,400 employees and associates in our partner dental practices and operate nationwide.

About the role

Sun Life embraces a hybrid work model that balances in-office collaboration with the flexibility of virtual work. Our team members and leaders are expected to foster connection and teamwork by being present in the office at least 2 days per week.

Welcoming Clients through our Onboarding journey at Sun Life is a critical moment that impacts our organization’s success. The Implementation Consultant role makes a significant impact on how we are viewed along with setting up the Client for long-term success. The role will require you to be Client-obsessed, focusing on clear communication through the process over the phone and email. Being hyper-focused on ownership, accountability, and following through on commitments to instill complete confidence with Clients and Brokers.

This is an external-facing role that also requires you to partner effectively with key business areas such as Distribution, Underwriting, Operations, and Account Management to drive positive Client outcomes. Implementation Consultants are the primary role responsible for navigating the Onboarding journey for our Clients. Tactical components of the role include collecting information from our Clients to set up their account around Billing, Contracts, and Claims. Items like data gathering, benefit verification, and risk assessment are a few other examples of key responsibilities.

We have and will continue to invest in our Digital capabilities; the Implementation Consultant role is evolving to include elements of assisting Clients with our new technology solutions. Additionally, Sun Life has broadened its product portfolio in recent years, so developing a sound understanding of our offering and being able to quickly locate key information a Client needs are paramount toward building credibility and trust in our organization. The Group Benefits landscape is continually evolving with State and Federal requirements, so staying up to date on the latest information to deliver for our Clients is an important component of the role.

Success in this role is when the Client’s expectations are met during the Onboarding process and a seamless transition to our Account Management teams happens.

Responsibilities

• Client-first mentality through communication and ownership
• Accurate and timely implementation of new Clients
• Consult with Brokers and Clients to collect sold case materials and facilitate accurate completion of paperwork
• Analyze submission materials for accuracy and completeness; independently resolve issues raised about sold case plan design and structure by consulting with the Broker, Client and/or Underwriter
• Review prior carrier booklet for plan design discrepancies, identify issues, and negotiate final sold plan design with Broker, Client and/or Underwriter
• Review case against Underwriting guidelines; identify any risk issues associated with final plan design and consult with Underwriting, when necessary, to negotiate final risk approval
• Responsible for accurately updating all sold case plan design, rate, and Member information into the QPS system of record. This data feeds all downstream output so accuracy is critical—bills, contracts, and claims systems

Requirements

• Experience in group benefits or related industry preferred
• May need to support working hours and time zones of all Sun Life sales offices
• Communication skills and influencing the customer, time management, and organization are critical competencies

Qualifications

• Exceptional Client focus
• Develop in-depth knowledge of Group Benefits products, risk management policies, and administrative processes
• Ability to think creatively to resolve complex or non-routine implementation issues
• Strong written and verbal communication skills and experience
• Ability to work in a deadline-oriented environment with multiple priorities
• Work independently with minimal supervision
• Demonstrated, effective presentation skills
• Solid project management, negotiation, decision-making, and problem-solving skills
• Ability to work in a team environment
• Ability to develop and maintain effective, professional business relationships with internal and external Clients
• Understanding of specialized business and critical partnerships

Pay

Salary Range: $53,800 - $80,700. At our company, we are committed to pay transparency and equity. The salary range for this role is competitive nationwide, and we strive to ensure that compensation is fair and equitable. 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
• Flexible, inclusive, and collaborative work environment that supports career growth

We’re proud to be recognized in our communities as a top employer. Proudly Great Place to Work® Certified in Canada and the U.S., we’ve also been recognized as a "Top 10" employer by the Boston Globe's "Top Places to Work" for two years in a row.