Client Liaison - On Site LaCrosse Wisconsin

Location : On-site at Client Office in La Crosse, Wisconsin

The opportunity :

In the role of Dedicated Client Liaison, you will be responsible for the intake and resolution of inquiries, issues, and / or general service requests related to the Client’s employee benefits package, including life insurance, short- and long-term disability, applicable PFMLs, and voluntary supplemental benefits as well as other services provided by Sun Life to the Client. The position is accountable for bringing all customer issues to resolution accurately, efficiently and in full communication to all appropriate individuals and teams at Sun Life. You will partner with various stakeholders such as the payroll department, human resources, benefits department, managers, and other personnel as needed to field questions and provide training / information regarding the services for the Client.

How you will contribute :

The essential functions of the role include but are not limited to the following :

Develop and maintain relationships with Client staff, vendors, consultants, Sun Life contacts, as well as team members in other offices.

Master knowledge of the Client’s in force Sun Life benefits and integrate knowledge into benefit plans, internal processes, and products to address the needs of the Client.

Manage and resolve all inquiries, issues, and concerns to the satisfaction of the person / group inquiring.

Coordinate with relevant stakeholders to ensure accurate processing of employee benefits.

Assist with benefit claims submission and monitor claim progression, providing status updates as needed.

Process and respond to Employer Verification Forms related to Short-Term Disability (STD) and Minnesota Paid Family and Medical Leave (MN PFML) claims.

Participate in various Client team meetings to answer questions regarding Sun Life’s benefits.

Proactively share insight and guidance on benefit administration, disability coverages, paid leave administration, and other plan management with Client’s HR / benefits team members and when applicable, employees.

Understand and potentially operate within Client’s administration systems to gather employee status information.

Maintain strict confidentiality and discretion when handling sensitive information, including Protected Health Information (PHI) and other confidential data, in compliance with HIPAA and Client organizational policies.

Create and deliver Client-facing training and / or presentations, including developing visual content, structuring information for clarity and impact, etc..

Analyze and leverage available reports, conduct thorough audits, and effectively communicate relevant information to clients in a clear, concise, and easily digestible format.

Perform root cause analysis and proactively communicate with Sun Life service team regarding trends, needs, and employee level experience to continuously improve the Client experience.

Identify and implement ways to make the benefit administration process more understandable for employees.

Identify areas for Sun Life to bolster performance of the services and meaningful ways to measure and value the Client relationship.

Define and expand the scope of this role to best support the Client's evolving needs.

What you will bring with you :

Bachelor’s degree (preferred) and a minimum of 4+ years of related work experience.

Ability to navigate and demonstrate sensitivity to the dynamic of being a Sun Life employee dedicated to the Client’s worksite.

In-depth knowledge of group insurance products / processes and paid leave administration programs, particularly knowledge on upcoming MN PFML.

Experience administering disability (STD / LTD) benefit programs.

A deep understanding of the leave of absence process, including eligibility requirements, documentation, and coordination with other benefits.

Excellent customer services skills and superior written and oral communication skills.

Strong self-motivation, adaptability, and initiative while supporting team efforts.

Ability to work with a diverse range of people and handle difficult customer service situations.

A strong understanding of systems and technology, including proficiency in Microsoft Office programs such as Word, Excel, PowerPoint, and Outlook.

Thorough understanding of utilizing reports and basic data analysis to support benefit administration.

Salary / Compensation : $56,100 - $84,200 per year

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