Client Services Consultant page is loadedClient Services ConsultantApply locations: Waterford, Waterford, Ireland; Wellesley Hills, MassachusettsTime type: Full timePosted on: Posted 5 Days AgoJob requisition id: JR00112412You 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:Job SummaryThis position provides operational support for processing contractual policy changes, reinstatement requests, and billing for the Individual Life business. It also offers advisory services to external departments regarding Solar processing problems, workarounds, and plan-specific issues. The Client Services Consultant is an expert in Litigation agreements on specific policy blocks and participates in projects as a subject matter expert, including user acceptance testing for Solar system issues and business development projects. The role involves close collaboration with Management, IFM teams, Business System Analysts, Systems teams, Underwriting, Legal, and Compliance.Position ResponsibilitiesPrioritize workload objectives to meet or exceed service level guarantees.Serve as SME for resolving Solar processing problems, reviewing errors, and advising on solutions to enable processing continuation, including unwinding and rewinding transactions in Solar.Work closely with other teams to resolve Solar errors/warnings and system issues.Review policy change and reinstatement requests for compliance and process within standards, collaborating with Underwriting as needed.Communicate decisions clearly to clients, supporting Sun Life’s plain language communication commitment.Collaborate with Underwriting to obtain medical requirements swiftly for underwriting turnaround.Calculate and communicate quotes for policy changes and reinstatements, utilizing Solar system, product, and contract knowledge.Identify and present processing issues to senior management with recommendations for solutions, balancing client satisfaction, contract provisions, and operational risks.Support Litigation cases, including adjusting reports, preparing illustrations, and responding to policy requests.Calculate values for complex cash value quotes unsupported by Solar, requiring system and contract knowledge.Support Call Center with calculations for illustration requests post-policy anniversaries.Provide administrative support for policies unsupported by Solar, including age 100 maturity policies, cash calculations, and tax updates.Process Term Conversion client requests, including client communication and Solar updates.Implement manual workarounds for system limitations or issues.Update procedural documentation and assist other teams with documentation needs.Apply continuous improvement techniques to enhance efficiency and problem-solving.Support training for new reps and share knowledge with teams.Assist in data collection for audits and respond to audit inquiries.Manage billing functions, including mailing and adjusting bills and reports.Create and provide duplicate contracts upon request.Perform other duties within the job scope and participate in system update projects.Position Requirements and QualificationsExtensive knowledge of Individual Life products, features, benefits, and systems.Expertise in the Solar administration system.Experience in resolving complex policy accounting issues and client concerns.Ability to work independently and in teams.Strong communication, problem-solving, and decision-making skills.Data analysis and evaluation skills for managerial recommendations.Attention to detail and high-quality standards.Prior client service experience.Strong multitasking abilities.College degree or 10+ years of life insurance operations experience.Proficiency in Excel, Word, Outlook, and workflow imaging.Job Category: Customer Service / OperationsPosting End Date: 10/07/2025Shine togetherAt Sun Life, you can be your most brilliant self. Our supportive, flexible, and inclusive environment helps you thrive. We’re a global company with a passion for people, aiming to help Clients achieve financial security and live healthier lives. Join our team of 30,000 across 26 countries and make a global impact.Shape the futureWe drive innovation, push boundaries, and use data for bold actions. Join us in leading change, testing new ideas, and creating a brighter future for our Clients, employees, partners, and communities. Together, we can make a difference.
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