Client Advocate
WFA Digital Insight
The demand for skilled client advocates in the insurance industry has grown significantly, with a focus on exceptional customer service and problem-solving skills. As a remote worker, you'll have the flexibility to manage your time effectively and prioritize tasks to meet customer needs. With Sun Life's commitment to fostering an inclusive environment, this role stands out as an attractive opportunity for those seeking a supportive and dynamic work culture. Before applying, candidates should be aware of the importance of adaptability, strong communication skills, and the ability to work effectively in a fast-paced environment.
Job Description
About the Role
As a Client Advocate at Sun Life, you will play a crucial role in providing exceptional customer service to clients across the United States. Your primary responsibility will be to manage customer inquiries, resolve issues, and ensure that clients receive the best possible experience. You will be the primary point of contact for customers, handling calls, emails, and web chats, and will work closely with internal teams to resolve complex issues.The Client Advocate role is critical to Sun Life's success, as it directly impacts customer satisfaction and loyalty. You will be part of a dynamic team that is committed to delivering outstanding service and support to clients. Your expertise and knowledge will be essential in identifying areas for improvement and implementing changes to enhance the overall customer experience.
Sun Life is a leading provider of employee and government benefits, with a portfolio of services that includes dental, vision, disability, and life insurance. The company operates nationwide, with over 6,400 employees and associates, and is dedicated to creating a work environment that is inclusive and supportive.
What You Will Do
- Manage customer inquiries and resolve issues in a timely and professional manner
- Coordinate with internal teams to resolve complex issues and provide exceptional customer service
- Develop and maintain strong relationships with clients, understanding their needs and providing tailored solutions
- Identify areas for improvement and implement changes to enhance the overall customer experience
- Collaborate with internal partners to identify opportunities for business growth and development
- Analyze customer feedback and trends to inform business decisions and drive continuous improvement
- Develop and maintain knowledge of Sun Life's products and services, as well as industry trends and best practices
- Provide reporting and analytics to support business decisions and drive growth
- Work effectively in a fast-paced environment, prioritizing tasks and managing time to meet customer needs
What We Are Looking For
- 5+ years of experience in a client-facing role, preferably in the insurance or financial services industry
- Excellent communication and problem-solving skills, with the ability to work effectively in a team environment
- Strong knowledge of contract provisions and administrative policies and procedures
- Experience working with CRM systems and other technology platforms
- Bachelor's degree preferred, or equivalent combination of education and experience
- Proven track record of providing exceptional customer service and driving business growth
- Ability to work effectively in a fast-paced environment, prioritizing tasks and managing time to meet customer needs
- Strong analytical and problem-solving skills, with the ability to identify areas for improvement and implement changes
Nice to Have
- Experience working in the Group Employee Benefits Industry, with knowledge of FMLA and Paid Statutory Leave
- Certification in customer service or a related field
- Experience working with data analysis and reporting tools
- Knowledge of industry trends and best practices in customer service and relations
Benefits and Perks
- Competitive salary and benefits package
- Opportunities for career growth and development
- Flexible work arrangements, including remote work options
- Comprehensive health and wellness programs
- Retirement savings plan and other financial benefits
- Paid time off and vacation days
- Access to training and development programs
- Recognition and reward programs for outstanding performance
- Inclusive and supportive work environment
How to Stand Out
- Be prepared to provide specific examples of your experience in customer service and problem-solving, and how you have driven business growth and improvement in previous roles.
- Develop a strong understanding of the insurance industry and Sun Life's products and services, as well as industry trends and best practices.
- Showcase your ability to work effectively in a fast-paced environment, prioritizing tasks and managing time to meet customer needs.
- Highlight your excellent communication and interpersonal skills, and your ability to build strong relationships with clients and internal teams.
- Be prepared to discuss your experience working with data analysis and reporting tools, and how you have used data to inform business decisions and drive growth.
- Research Sun Life's company culture and values, and be prepared to discuss how your skills and experience align with the company's mission and vision.
- Practice your problem-solving skills, and be prepared to provide examples of how you have resolved complex customer issues in previous roles.
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