Resolution Specialist

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.

Job description

• Position Summary

  The Premium Resolution Specialist will be the central point of contact for Premium payment, lapse, and general premium related inquiries. The role requires strong communication and collaboration skills to resolve premium remittance concerns quickly and effectively. Responsive, proactive and accurate management of client inquiries is critical to success in this role.. This role requires effective interpersonal and problem resolution skills, solid communication ability and a firm foundation in Excel. A background in Premium Administration is preferred.

The essential functions and responsibilities of this job position include, but are not limited to the following:

• Responsible for intake and resolution of client inquiries received internally within Sun Life or externally via the client directly. This also includes replies to phone calls and emails within 24 hours.
• Provides payment history and creates paid versus billed premium audits
• Accountable for accurate and timely reconciliation of premium received on U100 clients
• Will act as the primary Premium issue resolution owner for customer payment problems or issues. Will own assigned issues from beginning to end.
• Coordinate internal resources needed to drive research/resolution. Work within other members of Premium team as well as cross functional teams (UW, Amendments, Sales, etc.) as needed.
• Responds to and resolves lapse inquiries and collection efforts
• Provides excellent customer service to Policyholders and internal customers.
• Provides oversight of team inbox and workflow queues meeting client service expectations for turn-around time and accuracy.
• Represents Premium Administration on various Sun Life projects as needed.
• Acts as back up for all critical activity within the team as needed for vacation, out of office or business need.
• Suggest client centered ideas and participates in problem solving activities to help drive continuous improvement and the overall client experience.
• Contribute to positive morale and a sense of team spirit
• Take advantage of formal and informal channels for learning and collaboration.

Position Requirements and Qualifications

Specialized Knowledge/Skills

• Experience working effectively with Excel and Word
• Ability to communicate effectively when making or receiving phone calls and/or initiating or responding to email/letters.
• An aptitude and desire to work with numbers.
• Communicates effectively within the team, relating openly and comfortably with diverse groups of people
• Listens openly and learns from others who have different perspectives, backgrounds, and/or styles.
• Displays a can-do attitude and enthusiasm.
• Ability to work independently or as part of a team in a fast-paced, deadline-driven environment
• Experience and passion for using a client-centred approach that demonstrates flexibility and adaptability when responding to internal and external client inquiries.
• Supporter of diversity, equity and inclusion.
• Flexibility, adaptability and the ability to pitch in and support the team's goals at all times
• Excellent problem solving skills, high energy and enthusiasm
• Organized and able to multitask

Education/Experience

• BS/BA degree preferred or equivalent Premium Billing experience in Group Insurance.

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: $49,700- $67,100 annually
• Central region: $52,400-$70,700 annually
• Northern region: $56,000- $75,600 annually

If you are a Colorado resident, the salary range for this position is $47,500-$64,100 annually.

If you are a New York resident, the salary range for this position is $52,400-$70,700 annually.

If you are Washington resident, the salary range for this position is $56,000- $75,600 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.

#LI-remote

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 recruitingUS@sunlife.com to 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.