Client Advocate

Sun Life Financial (U.S.) Services Company, Inc.

Seattle, WA

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JOB DETAILS

JOB TYPE

Full-time, Employee

SKILLS

Administrative Policies, Communication Skills, Continuous Improvement, Contract Management, Customer Relations, Customer Relationship Management (CRM), Customer Support/Service, Develop and Maintain Customers, Employee Benefits, Follow Through, Genetics, Government, Maintenance Services, Presentation/Verbal Skills, Problem Solving Skills, Process Improvement, Resolve Customer Issues, Root Cause Analysis, Sales Support, State Laws and Regulations, Team Lead/Manager, Trend Analysis, Underwriting, Writing Skills

LOCATION

Seattle, WA

POSTED

30+ days ago

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.

Visit our website to discover how Sun Life is making life brighter for our customers, partners and communities.

Job Description:

The Opportunity: This role supports clients working on Pacific Standard Time

In this role, you will be responsible for intake and resolution of Customer (U1000 lives) inquiries, problems and/or service requests. You will act as the primary issue resolution owner and be responsible for resolving any Customer problems or issues. You will take ownership of issues from beginning to end.

How You Will Contribute:

Coordinate with all necessary 'back office' areas to resolve - Organize, oversee, manage, monitor and follow through

Act as the daily point of contact for any customer inquiries (calls, emails, web chats, etc.)

Track activities in CRM

Responsible for fulfilling reporting requests from customers

Maintain tracking and reporting. Identify and drive business changes / continuous improvements needed

Look at trends and root cause analysis and work with internal partners from claims, Underwriting, etc. to identify improvement opportunities

What You Will Bring With You:

You must be very responsive, resolving service issues as quickly as possible

You will develop solutions to customer needs/issues during the entire lifecycle of the case

Able to work effectively in a fast paced environment

The ability to actively listen to customers, paying attention to their needs, wants, likes, dislikes, trends, ideas and suggestions is critical

Knowledgeable, service oriented professional approach

This role requires flexibility, adaptability and the ability to pitch in and support the team's work at all times

Proven record of providing strong and effective customer service

Ability to Influence the horizontal process and influence the owners of each part of the process

Experience effectively analyzing issues and identifying root causes to prevent reoccurrence

Understanding of systems and technology

Ability to work standard hours through 5PM PST

Required Education & Skills:

You should have a thorough understanding of contract provisions and administrative policies and procedures

Bachelor's degree preferred

5+ years of client facing experience or an equivalent combination of education and experience

Excellent problem solving skills and high energy and enthusiasm

Strong verbal and written communication skills

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. We are dedicated to creating a work environment where everyone is rewarded for their contributions. National Average Base Salary: 58,800-88,200

Not ready to apply yet but want to stay in touch? Join our talent community to stay connected until the time is right for you!

We are committed to fostering an inclusive environment where all employees feel they belong, are supported and empowered to thrive. We are dedicated to building teams with varied experiences, backgrounds, perspectives and ideas that benefit our colleagues, clients, and the communities where we operate. We encourage applications from qualified individuals from all backgrounds.

Life is brighter when you work at Sun Life

At Sun Life, we prioritize your well-being with comprehensive benefits, including generous vacation and sick time, market-leading paid family, parental and adoption leave, medical coverage, company paid life and AD&D insurance, disability programs and a partially paid sabbatical program. Plan for your future with our 401(k) employer match, stock purchase options and an employer-funded retirement account. Enjoy a 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. Visit our website to learn more about our benefits and recognition within our communities.

We will make reasonable accommodations to the known physical or mental limitations 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 thebrightside@sunlife.comto request an accommodation.

For applicants residing in California, please read our employee California Privacy Policy and Notice.

We do not require or administer lie detector tests as a condition of employment or continued employment.

Sun Life will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including applicable fair chance ordinances.

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.

Job Category:

Sales - Distribution Support

Posting End Date:

17/04/2026

Sun Life Financial is an equal employment and affirmative action employer. All qualified applicants will receive consideration without regard to race, color, sex, religion, age, national origin, disability, veteran status, sexual orientation, gender identity or expression, marital status, ancestry or citizenship status, genetic information, pregnancy status or any other characteristic protected by law. Sun Life Financial is committed to building a diverse and inclusive company culture.

Sun Life Financial is a leading provider of group insurance benefits in the U.S., helping people protect what they love about their lives. More than just a name, Sun Life symbolizes our brand promise of making life brighter – for our customers, partners, and communities. Join our talented, diverse workforce and launch a rewarding career. Visit us at www.sunlife.com/us to learn more.

About the Company

Sun Life Financial (U.S.) Services Company, Inc.

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