<p><a href="https://himalayas.app/companies/sun-life">Sun Life</a> 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, <a href="https://himalayas.app/companies/sun-life">Sun Life</a> 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.</p><p><a href="https://www.sunlife.com/us/en/" rel="nofollow ugc noopener noreferrer" target="_blank">Visit our website to discover how </a><a href="https://himalayas.app/companies/sun-life">Sun Life</a> is making life brighter for our customers, partners and communities. </p><div><div><div><div><div><div><div><h3>Job Description: </h3></div></div></div></div></div></div></div><p><b>The Opportunity: This role supports clients located in Central and Eastern Standard Time Zones</b></p><p>In this role, you will be responsible for intake and resolution of Customer (U1000 lives) inquiries, problems and/or service requests. You will act as the primary issue resolution owner and be responsible for resolving any Customer problems or issues. You will take ownership of issues from beginning to end.</p><h3>How You Will Contribute:</h3><ul><li>Coordinate with all necessary 'back office' areas to resolve - Organize, oversee, manage, monitor and follow through</li><li>Act as the daily point of contact for any customer inquiries (calls, emails, web chats, etc.)</li><li>Track activities in CRM</li><li>Responsible for fulfilling reporting requests from customers</li><li>Maintain tracking and reporting. Identify and drive business changes / continuous improvements needed</li><li>Look at trends and root cause analysis and work with internal partners from claims, Underwriting, etc. to identify improvement opportunities</li></ul><h3>What You Will Bring With You:</h3><ul><li>You must be very responsive, resolving service issues as quickly as possible</li><li>You will develop solutions to customer needs/issues during the entire lifecycle of the case</li><li>Able to work effectively in a fast paced environment</li><li>The ability to actively listen to customers, paying attention to their needs, wants, likes, dislikes, trends, ideas and suggestions is critical</li><li>Knowledgeable, service oriented professional approach</li><li>This role requires flexibility, adaptability and the ability to pitch in and support the team's work at all times</li><li>Proven record of providing strong and effective customer service</li><li>Ability to Influence the horizontal process and influence the owners of each part of the process</li><li>Experience effectively analyzing issues and identifying root causes to prevent reoccurrence</li><li>Understanding o