Member Support Representative

You are as unique as your background, experience and point of view. Here, you'll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. Discover how you can make a difference in the lives of individuals, families and communities around the world.

Location: We support US flexible working arrangements in the contiguous 48 states.

At Sun Life, we look for optimistic people who want to make life brighter for ourClients.We understand the value of diverse cultures, perspectives, and identities, and want you to bring your full and authentic self to work.Every day,you'll be empowered and challengedbyworking withdynamic colleaguesto find new and innovative ways to make Sun Life the best benefits company in America.

The opportunity:

The position is accountable for the intake of all telephone calls and inquiries from claimants and policyholders as well as Sun Life's internal claims professionals and Client Relationship Executives. Individuals in this role uphold our commitment to providing the highest level of customer service standards in order to ensure our clients complete satisfaction.

How you will contribute:

• Will act as the primary contact for our Members and be responsible for answering Customer inquiries and identifying solutions to any problems.

• Support and take ownership of member inquiries and requests through inbound telephone calls. Some inquiries may require research and outbound follow-up. Inquiries will focus on aspects of the client's group benefits plan. Topics will include details about their eligibility, coverage and claims.

• Effectively listen to members and determine the best course of action. Most calls are resolved through well documented processes.

• Empathetically assist the member through the claims process.

• Provide feedback received from clients, or from your own observations, to identify and drive business changes needed to create an improved client experience.

• Achieve productivity, scheduled adherence and quality assurance expectations as well as exude leadership competencies that contribute to a successful team environment.

What you will bring with you:

• Representatives must act with a sense of urgency by being responsive and resolving service issues as quickly as possible

• Ability to identify trends based on customer feedback or self-observations in order to drive an improved customer experience

• Ability to actively listen to customers, paying attention to their needs, frustrations and suggestions is critical

• Manage stressful situations with composed behavior demonstrating empathy and understanding

• Demonstrated aptitude in problem solving and thinking "outside the box"

• Possess the capability to work effectively in a fast-paced environment that demands high energy and passion for customer service

• Commitment is required to be flexible, adaptable, and motivated to pitch in and support the team's work at all times

• Ambition to continuously learn and develop professionally through feedback and coaching

• Proven record of providing strong and effective customer service.

• Solid systems and technology skills

• Strong verbal and written communication skills

Do you see yourself in this role even if you haven't checked all the boxes above? We welcome all talented candidates and are committed to a culture that represents diversity in all forms. If you think you might thrive in this setting, we would love to hear from you.

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!

Life is brighter when you work at Sun Life

• Excellent benefits and wellness programs to support the three pillars of your well-being - mental, physical, and financial - including generous vacation and sick time, market-leading paid family, parental and adoption leave, a partially-paid sabbatical program, medical plans, company paid life and AD&D insurance as well as disability programs and more

• Retirement and Stock Purchase programs to help build and enhance your future financial security including a 401(k) plan with an employer-paid match as well as an employer-funded retirement account

• A flexible work environment with a friendly, caring, collaborative and inclusive culture

• Great Place to Work Certified in Canada and the U.S.

• Named as a "Top 10" employer by the Boston Globe's "Top Places to Work" two years running

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.

If you are a California resident, the salary range for this position is:

• Southern region: $41,700 - 56,300 annually

• Central region: $43,900 - 59,300 annually

• Northern region: $47,000 - 63,500 annually

If you are a Minnesota, Colorado or Nevada resident, the salary range for this position is $39,700 - 53,600 annually.

If you are an Illinois, Connecticut, or Maryland resident, the salary range for this position is $41,700 - 56,300 annually.

If you are Washington, Washington D.C., or Rhode Island resident, the salary range for this position is $43,900 - 59,300 annually.

If you are a New York resident, the salary range for this position is $47,000 - 63,500 annually.

• The full range minimum and maximum listed in the job posting is tied to the GCF level and job family.

We consider various factors in determining actual pay including your skills, qualifications, and experience. In addition to salary, this position is eligible for incentive awards based on individual and business performance as well as a broad range of competitive benefits.

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.

At Sun Life we strive to create a flexible work environment where our employees are empowered to do their best work. Several flexible work options are available and can be discussed throughout the selection process depending on the role requirements and individual needs.

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Our Affirmative Action Program affirms our commitment to make reasonable accommodation to the known physical or mental limitation 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.

At Sun Life we strive to create a flexible work environment where our employees are empowered to do their best work. Several flexible work options are available and can be discussed throughout the selection process depending on the role requirements and individual needs.

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.