Senior Client Relationship Executive

• Large clients or blocks of clients with complex benefit plans and administration requirements
• Clients who purchase Absence Management services with Sun Life
• Clients with complex technology needs including Application Program Interface (API), Reverse File Feeds (Payroll and Time and Attendance)
• May assume team leadership responsibilities

• Establishes and maintains productive, professional relationships with key personnel for assigned clients and brokers
• Collaborates with SLF personnel, including support, service, and management resources, in order to meet client’s expectations and provide value-added solutions and meet growth and persistency objectives and managing client’s expectations
• Meet annual retention targets, business growth targets (including cross-sell) and client loyalty goals through Benefit Administrator (BA) satisfaction surveys
• Proactively assesses, clarifies, and validates client needs on an ongoing basis. Creates communication plans and clearly relays the information to clients and brokers.
• Develops and maintains excellent working relationships with the Client Advocate and/or Sr. Client Advocate and other internal service departments to oversee resolution of issues
• Participates in Finalist presentations representing the Sun Life account management and service value story. Understands and clearly explains the value of Sun Life, our business partnerships and the strength of our products.
• Partners and collaborates with territory EBR / NAEBR to ensure a mutual understanding of territory goals and objectives. Develops plans of action (through use of business plan) to act on those goals and objectives.
• Partners with Implementation Consultant throughout the implementation process
• Partners with Benefit Education team to strategize on enrollment and re-enrollment needs
• Conducts consistent, proactive education/outreach communication with brokers/clients in the form of: in person meetings, scheduled call-outs, email, conference calls, webinars, etc.
• Conduct Installation meeting upon completion of the implementation process to educate BA’s on Sun Life administrative policies and procedures (in person or by phone)
• Remains up to date on market changes that impact their BAs and provides consultation on how Sun Life may assist with their changing needs
• Conducts regular case reviews with internal departments as well as with the client, reviewing claims experience and administrative processes – identifies areas of concern and collaborates with brokers, clients and internal teams to address problem areas and recommend additional Sun Life products/services
• Facilitates the renewal process; accountable for renewal preparation and consultation with EBR/NAEBR and Underwriting on overall service experience and client needs to best position the client to renew with Sun Life
• Acts as the liaison for agency partners and internal team; display active listening skills and bridge relationships between Policyholders and Home Office partners to lead the team to find creative solutions in selling, problem solving and team building
• Effectively communicates, networks and builds relationships that can lead the team to find creative solutions in selling, problem solving and team building
• Uses Salesforce to manage business, and ensure all relevant client and broker activities are documented
• Travel Required: 50% to 60% of time depending on the territory

• Displays integrity through transparency, honest dealings, predictable reactions and well-controlled emotions. Demonstrate the ability to be fair and consistent in all professional dealings. Regularly acknowledge each team member’s contributions and successes to the team.
• Engages as an interventionist or change agent for growth initiatives. Is a trendsetter for the team to understand, implement, and communicate new ideas and processes.
• Takes ownership of action and thought. Understands value in partnership and displays a strong knowledge of the culture of Sun Life, of the market, their clients and brokers
• Possesses superior relationship management skills; demonstrated ability to build and foster productive and healthy relationships with sales and home office partners; Addresses conflict by working with others to resolve differences in a professional and productive manner
• Maintain and represent the integrity of our organization while balancing the needs of the client
• Ability to independently organize and prioritize daily/weekly working structure to meet business activity goals and client needs
• Ability to communicate to clients how to most effectively work with Sun Life to foster more BA self service capabilities.
• Ability to work with a diverse range of people
• Business planning; establish a proactive contact strategy
• Effectively develops and delivers a written and verbal elevator pitch: Company, Product and Self

• Sales Skills:

• Positioning statements for cross selling and ensuring future growth opportunities
• Interviewing skills
• Effective listening skills; note taking, recording data; active listening skills
• Written and rehearsed request for business
• Establishing next contact date and objective

• Knowledge and Skills

• Superior presentation skills
• Strong knowledge of the full suite of Sun Life product and service offerings, including thorough knowledge of our Absence Management solutions
• Demonstrated success in managing complex client relationships (innovative critical thinker with a strong ability to resolve complex issues)
• Ability to approach business planning strategically and creatively
• Demonstrates resilience by reacting positively to changes and maintains poise, focus and flexibility when encountering difficulties or obstacles
• Results oriented and goal driven with superior collaboration and influencing skills;
• Develops a high level of credibility with internal and external partners
• Self-starter; able to work successfully both independently and interdependently within a team environment and within a mobile environment
• Adept at project management and multi-tasking
• Strong financial acumen with a focus on achieving profitable growth; Solid understanding of product pricing, profitability and risk/underwriting rules/guidelines
• Strong knowledge of Market and competitor landscape

• 5+ years of industry experience; Employee Benefit industry and/or knowledge of Group Benefit design, with specific working experience in a national, key, or strategic account management field
• Must hold current insurance license or have ability to obtain immediately
• Certified leave management Specialist (CLMS) designation preferred
• College degree preferred
• Strong analytical, mathematical and problem solving skills;
• Excellent verbal and written communication skills

Sun Life Financial