Dedicated Client Liaison (Bi-lingual)

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.

At Sun Life, we're driven by our Purpose: helping our Clients achieve lifetime financial security and live healthier lives. Our values shape how we work: caring, authentic, bold, inspiring, and impactful.

When you join Sun Life, you'll work with passionate colleagues and empowering leaders who support your growth and celebrate your contributions, so you can make a meaningful difference in our Clients' lives.

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

Job Description:

The Opportunity:

In the position 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, absence, and supplemental benefits as well as other services provided by Sun Life to Client. This position requires not only deep understanding of benefits but also the ability to actively translate that knowledge into effective workplace solutions. The position is accountable for bringing all Client issues to resolution accurately, efficiently and in full communication to all appropriate individuals and teams at Sun Life and the Client. You will partner with various stakeholders such as client employees, 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.

You must be bilingual and fluent in Spanish for this role.

What you will do:

• Proactively build and define your role in collaboration with the Client, service team, and people leader, identifying key responsibilities and translating them into measurable actions while remaining adaptable as responsibilities evolve and shift over time.

• 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.

• 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.

• 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 the Client 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 specific enhancements to benefit administration clarity with measurable success metrics such as reduced employee inquiries, improved satisfaction scores, and faster processing times.

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

What you will bring with you:

• Bilingual fluency in Spanish is required for this role.

• Bachelor’s degree (preferred) and a minimum of 3+ 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.

• Thorough experience administering disability and absence.

• In-depth knowledge of group insurance products/processes.

• 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.

• Comfort with ambiguity and a proactive approach to evolving your responsibilities, demonstrating flexibility to take on ownership of new responsibilities as they emerge and business needs develop.

• Thorough understanding of utilizing reports and basic data analysis to support benefit administration, particularly in an On Demand Reporting Tool.

• Ability to travel 10%

Salary Range: $58,300 - $87,500 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.

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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.com to 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: Absence / Leave Management

Posting End Date: 21/10/2026