Responsible for the intake and resolution of inquiries, issues, and/or general service requests for all questions related to leave of absence, short
or long-term disability, workplace accommodation and other services provided by Sun Life to our client
Partner with various stakeholders to field questions and provide training regarding the services for our Client
Developing and maintaining relationships with executives and staff, vendors, and consultants
Mastering knowledge of the Client enforce Sun Life benefits, leave plans and other benefits
Understanding and actively operating within Client’s administration systems to gather employee status information regarding leave, time worked and status
Serve as the point of contact for Client leave administration
Provide guidance and respond to inquiries from Client HR team related to leave, disability, and other benefit requests
Proactively share insight and experience of leave administration, disability coverages and plan management with Sun Life Client’s employees and HR team members
Participate in Client’s Human Resource and team meetings to answer questions regarding Sun Life’s benefits and leave plans
Collaborate with Client and Sun Life to properly implement offsets of benefits where appropriate
Identify and implement ways to make the leave process more understandable for employees
Analyze trends and perform root cause analysis to continuously improve the Client experience.

Bachelor’s degree or associate Degree with 2+ years of related work experience
Strong computer skills, basic math skills and excellent data entry skills
Superior written and oral communication skills, including the ability to confidently present complex information in a clear and compelling manner
Experience administering FMLA/other leave/absence management programs
Flexibility, adaptability and the ability to pitch in and support the team's work at all times
Thorough understanding of contract provisions and administrative policies and procedures
Ability to work successfully with a diverse range of people and ability to handle difficult customer service situations
Experience in developing materials to support a smooth leave of absence process
Demonstrates a strong understanding of systems and technology, including proficiency in Microsoft Office programs such as Word, Excel, PowerPoint, and Outlook
Able to effectively apply this knowledge to streamline workflows, enhance productivity, and provide technical support to team members as needed
Ability and deep understanding of developing and utilizing reports and/or dashboards to inform the Client on leave trends while supporting leave administration
Ability to influence the horizontal process and influence the owners of each part of the process
Demonstrated ability to work independently, take initiative, and adapt to changing Client needs.

Disability & Leave Client Advocate

Key skills