Initially when I worked with Unum they were actually a decent employer. Good benefits, competitive pay, annual increases, decent bonus and the job was sustainable within a full-time work week. Everyone was decently happy to be working for the Company.
Lets get into NOW, working for Unum across the board in all areas:
- Medical coverage has changed so if you have anything going on, you are going to pay a lot of out of pocket expenses
- PTO, while still being good, GOOD LUCK taking it! Want time off? You will have to work free overtime before and after in order to make sure you don't drown in work. Also, they deny a lot of PTO requested due to other co-workers being out on the same day.
- Raises? Only if your a TOP performer (which is harder than ever to do) or if you're a favorite. Otherwise, the Company has rationalized low to no raises. This is EXTREMLY difficult if you are trying to manage your finances and afford the rising costs of living
- The Morale in the office is down down down!!! Everyone is stressed, over worked, tired and unable to balance their family/home life with work life. The STRESS is high, the expectations from the company are HIGH and the Company keeps increasing the demands and tightening the timeframes on when things need to be completed
- Claim Audits use to be fair and if you tried your best your scores would be good. Now you can put all your energy and effort into doing everything they demand of you, and still get bad scores on all the
Working as a CSSI and CSSII was a total nightmare. I was bombarded by calls all day long. There was no time to breathe between calls. You get one minute to finish up documentation before you are expected to take the next call, which is guaranteed to be routed to you as soon as you are available. This is because call volumes are extremely high at Unum. It may be due to understaffing, it may be due to confusing website navigation. It could also be the frustration claimants deal with in trying to reach their assigned specialists. And the caller you speak with WILL be unhappy. They're injured/sick, feeling harassed by paperwork, their income was suddenly cut off, etc.
On top of this, the expectation as a CSSI and CSSII is that you meet ALL metrics. You cannot take more than a combined 30 minutes of bathroom breaks and 30 minutes of lunch per day, even if you need time to calm down after a really stressful call. If you go over your hour's worth of break you may be subject to termination. You have to consistently be on the phone for all 8 hours you're scheduled. You literally get no time to check emails unless you want to use your break time.
The perks are good, but only when you get time to use them. You get lots of PTO. When I worked there, I had several doctor's appointments planned that I had to reschedule due to PTO dates not being approved.
Also, if you don't meet your metrics and you are given a warning, you will not be given a lot of time to get your metrics perfect b
Proscafeteria with lots of options, downtown views, professional environment, PTO, various benefits
Consstress, little work life balance, no mental/emotional support
I've never really been one to leave reviews of a company I've worked for. I don't think its really ethical or worth the time, but if this review gives someone the heads up they need to avoid the mistake of working here, I've done enough.
At any entry level role here, there is a lot of turnover. Basically the company relies on its Fortune 500 status to combat the turnover rate; they know people will keep applying here so you are expandable. The training focused more on the company culture than your actual role, and when it does come to learning about your every day activities, the training comes in the form of shadowing people while they work. This is helpful if you're a visual learner, but unless you know about the role a little bit already, you won't know what questions to ask or what answers are correct. In my time there, processes changed regularly and when asking for guidance from one person, their advice generally conflicted with the last person you talked to. Whether or not you get feedback is a roll of the dice. Departments do not communicate with one another very well and the management team is completely disconnected from the people actually doing the role. This is a production based company: Numbers in and out are all that matter. Managers babysit these numbers by looking at prior day results, and if you don't meet your quota, their job is to tell you to do better. They can't actually offer specific direction because they can't do the work themselves. It's a joke a
ProsPay and Benefits
ConsPoor Management and Training; Unethical and Conflicting Direction
Great place if you are outgoing; introverts may have problems
If you work well in a team setting, Unum is great. They have moved to an Agile-style layout with more collaborative workspaces, including luxurious sitting areas to take your laptop to, in order to have a more relaxed environment if your job allows you to move around. I don't know what a fresh recruit would find, but veterans of the company have ample PTO to use whenever needed plus plenty of holiday days throughout the year. I always found their benefit package to be more than satisfactory.
The hardest part of the job for me was when my team moved to another city and I was left by myself to work 'remotely'. "Out of sight, out of mind" became a commonplace phrase in my mind as I struggled to keep up team events and with the team spirit, and they sort of lost track of me over the span of a few years until it became easy to think of me when head-count needed to be reduced.
I hold NO hard feelings for the company; they always treated me more than fair and I would still be working for them if I had a chance, but I would do things a bit differently of course...
One thing I would say is that I always felt that a manager should know how to do the work that their employees are doing. I had a few managers who were fresh off the street, or were recruited from other departments, and never learned the nuts and bolts of the jobs of the people they were managing. That sometimes caused unnecessary struggles and delays when navigating difficult situations, if I would have
. Review and respond to emails, participate in business meetings, update documentation, as needed, setup/execute on Test Plans or create Documents, as needed, discuss questions/issues with team members, as needed.
Learnings & Culture:
. Unum provided various trainings, especially during the early years.
. I worked my way into new jobs as my knowledge of products, systems and tools and their connections.
. I broadened my knowledge of our customer service business practices and systems, then I was moved to Corporate and learned more about Payroll, Human Resources and Supply Management areas, using Workday Integrations and data.
. I was able to work in a Field Sales Office for two months to gain experience/understanding of their practices (years ago).
. I learned processes, systems, and tools necessary to do my job and expand my abilities, in order to minimize dependencies on developers for some data.
. I was able to Manage some Projects, sometimes acting as Business Analyst (BA) and Project Manager (PM) on smaller projects, as Lead BA on larger projects, especially when I was the expert on the systems and coordinated the testing efforts with business testing resources.
. I was able to work from home, as needed.
. I participated in community events with teammates, to understand some of the hardships others go through, and what our community does to help them get through them.
. There were times that there were so many projects at the same
ProsAbility to work offsite, Flexible schedule, Variety of jobs/career paths available
ConsSome Managers less flexible than others (inconsistencies), sometimes multiple managers moved around in a short period of time
If rest of company was as great as my personal Manager, it'd be a dream job
Manager is incredibly helpful and considerate. She makes you feel part of a team and does what she can to keep morale up. Rest of the company however has shifted from caring about quality work to forcing as much work as possible onto their employees.
I've been there for years and have seen the culture change with the company initially neglecting to resolve staffing issues, creating the demand nearly impossible to maintain and actually impossible if you provide each customer with the attention they deserve.
You find yourself balancing which calls you can make or return and which will just have to be neglected until the next roulette of calls to make as if you spend more than just a few mins with each customer, you're going to be so behind that your list starts to spiral out of control.
On top of the increased demand, the company is now moving towards putting each individual team members numbers on a board that is viewed by all. If you're struggling, not only do your manager and you know about it, but so do the rest of the team.
I never really had the experience of being talked to about speed of my work getting done but I stress myself beyond healthy levels to get my work completed. If there is someone who struggles on the team, people start to get angry or irritable towards other team members even when there's nothing substantial to show they aren't slaving away and trying as hard as they can to keep up.
When I first started at Unum, I really enjoyed the cul
Customer Service Representative | Remote | Jan 24, 2019
Perks with traps
Unum is expanding its remote team so that's good for those that want to work from home. The starting pay for customer service if $33,900 a year which is really good for customer service agent.
The problem is the QA scoring and the stressful nature of the job. EVERYTHING is counted against you as a customer service agent. If you contact someone for help, place the caller on hold and or research something while on the call it goes into your average handle time. Regardless of how many times someone says "it evens out in the end" the agent will keep hearing about the higher than needed call time. I don't know what Unum expects since callers are dealing with disability, FMLA and other work-related matters those calls can't all be done in under 2 minutes. QA (quality assurance) is a nightmare one QA agent will take off points for something and another will not for the same issue. You fail QA 3 more months in a row then you started getting "corrective action" since QA isn't consistent with the grading it only increases an agents chances of failing 3 months in a row. There are 3-4 calls QA scores each month and if ANY of them are less than 90% for the score the agent will not pass the QA score needed for the month. On top of this your dealing with callers screaming at you about someone else's decision or someone else that didn't return the call. Somehow whatever negative thing that happens on the claim always ends up being the customer service agents fault. The company does have go
Conswork/life balance, lack of support for agents
Vocational Rehabilitation Counselor | Glendale, AZ | Jan 21, 2014
Management changes in Glendale, CA, vastly improved the work environment.
I have worked for Unum for 13 years. Management took notice when work environment surveys for the Glendale office fell short a couple of years back. New management was brought in with the skills needed for promoting individual contributions, individual development and building teams. A new approach for staffing cases changed the work environment by fostering good relationships among the business operations managers, benefits specialists, and consultants (Vocational Rehabilitation and Clinical). In the past year and a half a lot of effort went into improving training for new and long-time employees.
As in most cases, the job is what you make of it. There are many opportunities to participate in projects that allow for sharing of knowledge among peers throughout the company or for collaborating with co-workers to make improvements. For vocational rehabilitation consultants the learning opportunities from physicians and nurses that work in the same office are a major perk. In addition, over the past year leadership contributions became more valued and recognized, thanks to new HR leadership.
I recommend working for Unum, especially in the Glendale, CA, office; because it is a stimulating place to work where professionals contribute their expertise and work cooperatively.
ProsOpportunities for contribution, growth and collaboration; benefits, salaries, job security.
ConsRequires good time management and organizational skills. If you don't have these, you will have difficulty.
• Interacted actively with Business Analysts and Data Modelers on Mapping documents and Design process for various Sources and Targets
• Developed rules and mapplets that are commonly used in different mappings
• Used various transformations like Address validator, parser, joiner, filter, matching to develop the maps
• Created complex mappings in Power Center Designer using Aggregate, Expression, Filter, and Sequence Generator, Update Strategy, Union, Lookup, Joiner, XML Source Qualifier and Stored procedure transformations.
• Worked on Power Center Tools like designer, workflow manager, workflow monitor and repository manager.
• Worked on multiple projects using Informatica developer tool (IDQ) of latest versions 9.1.0 and 9.5.1.
• Involved in migration of the mapps from IDQ to power center
• Applied the rules and profiled the source and target table’s data using IDQ.
• Developed the mappings, applied rules and transformation logics as per the source and target system requirements.
• Worked on different environments with different source and target databases like Teradata, DB2, and SQL server.
• Developed the mapping to process multiple flat file as source and staged the data into teradata and DB2 databases.
• Resposible for migration of the work from dev environment to testing environment
• Responsible for solving the testing issues.
Environment: Informatica Power center 9.1/9.5-HotFix 4 , IDQ 9.1/9.5.1 Hotfix 2.0, SQL Server 2008, Tera
This is not a good place to work for anyone who deals with mental illness or has a learning disability like ADHD. I have ADHD and was miserable there. I was very upfront about this with my onboarding manager and mentor, but they were not supportive. I struggled with the training and was put on a documented feedback plan (translation: I was put on probation) in order to “get some extra help.” I was also told that my performance was “unacceptable” even though they were aware that I have a legitimate medical condition. I agreed with their decision to put me on the plan, but the way they went about it was demoralizing and filled with mixed-messages. The onboarding manager said the plan was to get me some extra help, but then she lectured me for needing that help. The whole situation was upsetting and made me afraid to speak up and ask questions. My mentor was also terrible and treated me like an idiot for not picking things up as quickly as everyone else. She encouraged me to ask more questions, but when I did she would get visibly frustrated with me in front of everyone and talk down to me like I was stupid. I am 100% certain I could have done this job, but I didn’t want to stick around a place where employees are ridiculed for asking questions or needing some extra help. I quit after the training was over and I don’t regret it.
ProsDecent benefits and opportunities for advancement
ConsUnsupportive management, managers who care more about numbers than people, stressful work environment
May daily duties would consist of:
1- Inbound / outbound calls to IFA’s or direct clients to resolve queries, and discuss their package (I would then attempt to pencil in an appointment for my consultants to visit)
2 - Work with Excel / Publisher / Word and graphs to analysis company member data to maintain my underwriter’s had sufficient information to enable them to quote.
3 -Produce spreadsheet’s compiling data regarding each broker, and their productivity alongside producing and presenting presentations on market trends and segment’s and how I felt we could maximise productivity amongst fellow Co-Ordinators.
4 - Produce letters explaining our processes / thoughts on various matters and handle complaint cases to hopefully prevent further action, I would have conference calls with higher management / director’s to push through my thoughts and have these signed off.
5 - Maintain I was streamlined in my processes, to match those of my consultants who I had a daily morning meeting with. (Annual target of £1.2M – I was set a target of converting my own processed business of around 15% of this).
Additional duties undertaken:
1 – Set up conference meetings with other internal regions, to discuss our co-ordinator processes and whether we needed to focus on other aspects of the business to enhance conversion of business (Sales assistants).
2 – Set up society events with our IFA brokers, these would often be golf days. I would ask each region to invite their brokers and li
Unum looks after it's staff by having performance related recognition awards, which for me along with positive feedback boosts my confidence and makes me want to drive to achieve the best that I can in my career.
An ordinary day at work would consist of analysing accounts and the renewal and quote data within them that external Group risk insurance brokers send into us in regards to covering their clients. Each day you walk into the office you don't know what query you are going to get from the brokers and what each account is going to be like. Within my role I issue renewal packs and primarily check the renewal data to make sure we have all the relevant information before passing it onto the relevant department for the account to be processed.
Although my Account Support team is 1 of 6 teams it is a relatively small team which is vibrant, bubbly, and where everyone helps each other out. Alongside this, the management are supportive and will assign colleagues onto external or internal training courses to help boost weaknesses or gain more knowledge of the job role.
The hardest part of the job would not knowing what you are going to get each day and how to handle the complex cases from the brokers. As mentioned this job role doesn't have a straight forward method for every scenario, there are many of them.
The enjoyable part of the job is the department. I am an outgoing, approachable, reliable, friendly person who enjoys mixing in and helping the team out and enjo
ProsGood insurance cover for current employees, Flexible hours
ConsVarious scenario's to every account
Questions And Answers about Unum
How often do you get a raise at Unum?
Asked Feb 18, 2021
Every 18 months
Answered Sep 1, 2022
Once a year
Answered Aug 21, 2022
What is the best part of working at Unum?
Asked Jun 23, 2020
Answered Jun 14, 2022
Work from home
Answered Jun 2, 2022
On average, how many hours do you work a day at Unum?
Asked Nov 2, 2016
9-10 hours per day as salaried benefits specialist
Answered Apr 15, 2020
8 hours with a 30-minute lunch break, and two 15-minute breaks.
Answered Sep 2, 2019
What is the work from home policy at Unum?
Asked Apr 23, 2021
Very laid back
Answered Aug 30, 2022
High speed internet, closed off room with door, quiet work space, must be on camera during training and meetings only
Answered Aug 28, 2022
What is a typical day like for you at Unum?
Asked Jun 23, 2020
Pretty easy. Simple calls. Very useful help line. Easy documentation...