National Account Operations Senior Specialist

Sun Life 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, Sun Life 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.

At Sun Life, we're driven by our Purpose: helping our Clients achieve lifetime financial security and live healthier lives. Our values shape how we work: caring, authentic, bold, inspiring, and impactful.

When you join Sun Life, you'll work with passionate colleagues and empowering leaders who support your growth and celebrate your contributions, so you can make a meaningful difference in our Clients' lives.

Visit our website to discover how Sun Life is making life brighter for our customers, partners and communities.  

Sun Life embraces a hybrid work model that balances in-office collaboration with the flexibility of virtual work. Our team members and leaders are expected to foster connection and teamwork by being present in the office at least 2 days per week. ​

The Opportunity:

The National Account Operations Specialist is responsible for managing the end-to-end administration of National Account business, including both new case implementations and policy amendments. This role serves as a key operational partner across multiple functions, collaborating with National Account Implementation, Client Delivery, Underwriting, Claims, Compliance, Billing, and other stakeholders to ensure accurate and timely policy administration.

The Specialist independently manages a complex portfolio of work, balancing competing priorities while maintaining a high level of accuracy, quality, and customer focus. Success in this role requires strong analytical skills, attention to detail, and the ability to navigate complex contractual provisions and policy structures. The Specialist is accountable for meeting service level expectations, managing inventory effectively, resolving issues proactively, and contributing to a seamless client and partner experience through cross-functional collaboration and operational excellence.

How you will contribute:    

• Manage the end-to-end administration of National Account business, supporting both new client implementations and ongoing policy amendments.

• Deliver operational support for large, complex, and strategically significant National Account clients while ensuring accuracy, quality, and service excellence.

• Partner with Implementation, Client Delivery, Underwriting, Claims, Compliance, Billing, and other business areas to successfully execute client requests and policy changes.

• Consult with cross-functional stakeholders to evaluate benefit designs, contractual provisions, and claims administration requirements for new and existing clients.

• Configure and maintain policy information within administrative systems, including plan builds, class structures, eligibility updates, and policy changes.

• Coordinate and maintain employer communication and contact management structures to support absence programs, custom claims routing, and specialized client requirements.

• Create, review, and customize client-facing and operational documentation to ensure compliance, accuracy, and alignment with contractual requirements.

• Interpret complex contractual language, state regulations, legal requirements, and specialized benefit provisions to support accurate policy administration.

• Collaborate with Specialty Contracts and implementation partners to document and administer non-standard client requests and customized plan designs.

• Analyze and translate client requirements into operational and claims administration solutions.

• Configure and maintain claims administration systems to support disability, absence, and other specialized benefit programs.

• Utilize advanced Excel and data management skills to analyze, manipulate, and validate census data, support system loads, and process billing adjustments.

• Respond to escalated issues, urgent client requests, and operational challenges while driving timely resolution.

• Participate in client and cross-functional meetings to clarify requirements, resolve issues, and ensure alignment on service delivery expectations.

• Manage multiple priorities and deadlines while maintaining a high degree of accuracy, attention to detail, and accountability.

• Contribute to continuous improvement initiatives by identifying process enhancements, operational efficiencies, and opportunities to improve the client experience.

What you will bring with you:  

Qualifications

• Ability to organize and prioritize fluctuating work volumes and competing demands

• Ability to take on projects and meet deadlines.

• Ability to actively listen to senior leadership and colleagues, paying attention to their needs, wants, likes, dislikes, trends, ideas and suggestions is critical

• Ability to develop and maintain effective, professional business relationships with internal colleagues

Specialized Knowledge/Skills

•  In-depth knowledge of Group Insurance products, risk management policies and administrative processes.

•  Ability to think creatively to resolve complex or non-routine issues

•  Strong written and verbal communication skills

• Solid project management, decision-making and problem solving skills

• Ability to develop and maintain effective, professional business relationships with internal customers 

• Demonstrated ability to work independently

• Understanding of specialized business and critical partnerships

•  Communication/negotiation and influencing skills are critical competencies

•  Audit individual case characteristics (plan designs, situs location, etc.) against Sun Life Product guidelines, State regulations and the System spec.

•  Review accuracy of the QPS output, Doc Generation programing, Customization of the document, State regulations and System spec

•  Understanding of Special Language protocols and continued efforts to drive towards an improved process. Capable of building strong relationships with Product and Compliance Leaders .

 

Salary:

Salary Range: $53,800 - $80,700

At our company, we are committed to pay transparency and equity. The salary range for this role is competitive nationwide, and we strive to ensure that compensation is fair and equitable. Your actual base salary will be determined based on your unique skills, qualifications, experience, education, and geographic location. In addition to your base salary, this position is eligible for a discretionary annual incentive award based on your individual performance as well as the overall performance of the business. We are dedicated to creating a work environment where everyone is rewarded for their contributions.

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We are committed to fostering an inclusive environment where all employees feel they belong, are supported and empowered to thrive.  We are dedicated to building teams with varied experiences, backgrounds, perspectives and ideas that benefit our colleagues, clients, and the communities where we operate.  We encourage applications from qualified individuals from all backgrounds.

Life is brighter when you work at Sun Life

At Sun Life, we prioritize your well-being with comprehensive benefits, including generous vacation and sick time, market-leading paid family, parental and adoption leave, medical coverage, company paid life and AD&D insurance, disability programs and a partially paid sabbatical program.  Plan for your future with our 401(k) employer match, stock purchase options and an employer-funded retirement account.  Enjoy a flexible, inclusive and collaborative work environment that supports career growth.  We’re proud to be recognized in our communities as a top employer.  Proudly Great Place to Work® Certified in Canada and the U.S., we’ve also been recognized as a "Top 10" employer by the Boston Globe's "Top Places to Work" for two years in a row.  Visit our website to learn more about our benefits and recognition within our communities.

We will make reasonable accommodations to the known physical or mental limitations of otherwise-qualified individuals with disabilities or special disabled veterans, unless the accommodation would impose an undue hardship on the operation of our business. Please email [email protected] to request an accommodation.

For applicants residing in California, please read our employee California Privacy Policy and Notice.

We do not require or administer lie detector tests as a condition of employment or continued employment.

Sun Life will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including applicable fair chance ordinances.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Customer Service / Operations

01/10/2026