Edx Implementation Consultant (Telecommuter)

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.

Summary

The Implementation Consultant position is a professional client interacting position, which focuses on a range of implementation activities designed to achieve a high level of customer service and satisfaction during the implementation of an electronic data exchange (EDX) feed with Sun Life. This position requires a high level of independent judgment and decision making throughout the implementation process.

The primary objectives of this position are to…

• Oversee the implementation of new Electronic Data Exchange (EDX) feeds from initial request until EDX production sign off
• Be the dedicated resource to manage the implementation schedule and expectations across all Sun Life teams that are involved in the set-up of a new Sun Life group. Evaluate the integration and define if and how our organization as a whole will support the relationship on an ongoing basis
• Become the subject matter expert in trading partner integrations and then help to communicate strategic enhancements needed to our internal systems to support integrations as they exist and in the future
• Create the best customer experience right from the start to ensure a profitable long-term relationship

Primary Responsibilities:

• Oversee and manage assigned cases that require an electronic data exchange connection with Sun Life
• Participate with the broker, policyholder and trading partner on all status calls, including the kickoff call
• Responsible for managing the implementation schedule, completing regular case follow-ups including reporting status and communicating when activities are complete or in jeopardy of being delayed
• Collaborate with others in Sun Life to effectively prioritize new electronic data exchange (EDX) implementations and manage the implementation activities
• Collaborate with Sun Life team members, the client and the broker on expectation management and work effectively with all involved Sun Life installation teams from start to finish of the new product and file feed installation
• Be the point of contact for the broker and policyholder for all feed questions during the implementation. Once the case is complete, ensure a smooth transition of the case to the group’s dedicated EDX Client Service Specialist that will service the group going forward
• Provide EDX integration testing updates and reporting to the Home Office and Sales organization on a regular basis
• Oversee and manage the intake of new EDX requests and general EDX questions. Which includes escalating implementation delays to designated management staff across the organization
• Participate in building training content and facilitating training to our field partners and home office staff regarding our electronic data exchange capabilities

Qualifications:

• Bachelor’s degree in Business or equivalent work experience
• 5-7 years’ experience in a client facing position
• Prior implementation or project management experience

Knowledge and Skills:

• The position requires very strong customer experience, communication & interpersonal skills with ability to facilitate conference calls with partners and clients
• Strong background working with Absence and Disability Management services (Family and Medical Leave Act, Short Term Disability, and Long Term Disability)
• Detail oriented, and strong analytical skills with the ability to identify trends and recommend changes for improvement
• Excellent organization and time management skills
• Strong ability to work independently

Sun Life Financial is an equal employment and affirmative action employer. All qualified applicants will receive consideration without regard to race, color, sex, religion, age, national origin, disability, veteran status, sexual orientation, gender identity or expression, marital status, ancestry or citizenship status, genetic information, pregnancy status or any other characteristic protected by law. Sun Life Financial is committed to building a diverse and inclusive company culture.

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.

Customer Service / Operations