Job Posting End Date: 06/06
Unum is a company of people serving people. As one of the world's leading employee benefits providers and a Fortune 500 company, Unum's financial protection benefits help protect more than 33 million working people and their families from the financial impact of illness or injury. Unum's three distinct, but similarly focused US businesses – Unum US, Colonial Life, and Starmount Life – are each a market leader in making disability, life, accident, critical illness, dental, and vision insurance accessible in the workplace.
Headquartered in Chattanooga, Tennessee, Unum has significant US operations in Portland, Maine, Worcester, Massachusetts, and Glendale, California with over 35 field offices nationwide. Colonial Life is headquartered in Columbia, South Carolina with over 40 field offices nationwide. Starmount Life is based in Baton Rouge, Louisiana, and is the dental and vision center of excellence for Unum in the US.
This is commonly the entry level of a three level career path. This front-line service professional role is accountable for inforce service execution, customer relationship management and service. This is the first point of contact for the majority of inforce service related inquiries that will directly influence/drive future business while representing a key component in the successful implementation of the Growth Strategy. This role will provide highly responsive service to plan administrators/brokers and field partners working in close partnership with internal business partners to achieve common goals/objectives including enhancing broker relationships and influencing persistency and new business opportunities. Service will range throughout every line of business relative to any inquiry type (administration through claims inquiries) and communication will be facilitated through different mediums (telephone, email, chat, written correspondence). While partnering with other internal departments may be required to achieve outcomes, the incumbent retains ownership coordinating communication flow back to the customer or broker.
Principal Duties and Responsibilities
Engage in education to continually retain deep/broad knowledge of Simply Unum, Voluntary Benefits and Group Administration to respond to many types of inquiries leveraging a multitude of systems/workflows.
Support relationships with Plan Administrators, Brokers, Home and Field Office partners in handling service requests while exemplifying a high degree of professionalism.
Achieve high customer satisfaction of ongoing administration processes.
Research, evaluate and respond to service issues. Demonstrated understanding of where referral or escalation is appropriate.
Reflect a sense of customer intimacy – know who the customer is, what products they have with us and what their recent interaction history includes.
May provide focused support on typical tasks received in “bulk” where needed.
Adopt change initiatives to improve workflow, enhance customer service and reduce operating costs.
Coordinate flow of information back to customer in an organized/timely manner.
Act as an advocate for the field offices by surfacing trends/sales barriers/service model breakdowns to area leadership.
Meet individual goals with a continuous focus on team results.
May perform other duties as assigned including special projects/initiatives.
Bachelor’s degree preferred or equivalent, relevant experience required.
Propensity to quickly learn and understand marketplace dynamics relative to value of Brokers and challenges of plan administrators.
Demonstrated critical thinking practices and strategic/forward thinker.
Ability to examine and make decisions (often unique and individualized) with a great deal of discretion and draw own conclusions.
Operate with urgency in a real-time service and multifaceted environment.
Solid interpersonal and negotiation skills and acts with a sense of urgency in responding to internal and external customers.
Solid communication skills including written/verbal, negotiation and persuasion skills.
Interacts effectively at all levels of the organization on both a strategic and tactical level.
Ability to work under pressure, managing a complex and high workload while simultaneously changing direction based on modification of business priorities.
Demonstrated ability to adopt change to improve process, efficiency and service.
Demonstrates consistency in accuracy, speed and quality of work.
Supports extended hours of coverage, including working evening shifts as needed.
This is a work at home position.
The schedule being hired for is 8:35a - 5:05p PST.
The first part of the shift will be emails and the second part will be phone calls.
Unum and its family of businesses offer world-class training and development, generous compensation and benefits packages, and a culture built on employee ideas.
Unum is an equal opportunity employer, considering all qualified applicants and employees for hiring, placement, and advancement, without regard to a person's race, color, religion, national origin, age, genetic information, military status, gender, sexual orientation, gender identity or expression, disability, or protected veteran status.