Unum is a company of people serving people. As one of the world’s leading employee benefits providers and a Fortune 500 company, Unum helps protect more than 25 million working people and their families in the event of illness or injury.
Headquartered in Chattanooga Tennessee, Unum has significant U.S. operations in Portland, Maine, Worcester, Massachusetts and Glendale, California with 35 field offices nationwide.
This advanced front-line service professional role accountable for inforce service execution, customer relationship management and service. This is the first point of contact for all inforce service related inquiries that will directly influence/ drive future business while representing a key component in the successful implementation of the Growth Strategy. Developing strong credibility through exceptional execution of service responsiveness will require top notch critical thinking skills with seamless delivery of what behind the scenes is an extremely complex, broad-range, expansive knowledge and expertise across multiple products, services and platforms as what an integrated service model represents. 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 up to and including enhance broker relationships, influence 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 may be required to achieve outcomes, the incumbent retains ownership coordinating communication flow back to the customer or broker.
Principal Duties and Responsibilities
Operate/remain engaged in education to continually retain deep/broad knowledge of Simply Unum, Voluntary Benefits and Group Administration to respond to any type of inquiry leveraging a multitude of systems/workflows.
Lead in the capacity of providing mentor/coaching/training support to team members and other partner areas and make discretionary/exception decisions based on record, case and circumstance.
Develop, strengthen and build deep relationships with Plan Administrators, Brokers, Home and Field Office partners while exemplifying a high degree of professionalism.
Offer/promote capabilities by aligning customer needs with the target offering; provide clear, concise communications involving persuasion, negotiation and/or education always driving toward customer self-sufficiency.
Anticipate and represent the needs/expectations of plan administrators/brokers. Have the forthright to utilize knowledge/skills to adjust service as expectations evolve in the service model and/or custom-base modifications.
Achieve high customer satisfaction of ongoing administration processes.
Research, evaluate and respond to service issues. Reliance on advanced problem solving skills, exceptional communication skills, strong product/risk knowledge and process expertise.
Partner with field through escalation of growth and/or at risk indicators.
Reflect a sense of customer intimacy – know who the customer is, what products they have with us and what their recent interaction history includes.
Establish strong partnerships with Integrated Client Services, Benefits and other customer service or administration roles.
Embrace/lead change initiatives to improve workflow, enhance customer service and reduce operating costs.
Coordinate flow of information back to customer in an organized/timely manner.
Recognize trends and root causes; create solutions to prevent future occurrences. Act as an advocate for the field offices by surfacing trends/sales barriers/service model breakdowns to appropriate partners.
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.
Experienced customer service professional with 3+ years required.
Demonstrated understanding of the marketplace, value of Brokers and challenges of plan administrators.
Demonstrated critical thinking practices and strategic/forward thinker.
Strong 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.
Demonstrated achievement of past performance.
Exceptional interpersonal and negotiation skills and acts with a sense of urgency in responding to internal and external customers.
Strong communication skills including written/verbal, negotiation and persuasion skills.
Provides decision making skills and leadership to the other team members.
Demonstrates strong analytical, critical thinking, and problem solving skills.
Interacts effectively at all levels of the organization on both a strategic and tactical level.
Proven ability to work under pressure, managing a complex and high workload while simultaneously changing direction based on modification of business priorities.
Embraces and lead 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.
Meets the standards for this position as detailed in the Talent Management Framework.
Unum offers world-class training and development, generous compensation and benefits packages, and a culture built on employee ideas.
Unum provides equal employment and advancement opportunities for all employees regardless of a person's race, color, religion, national origin, age, disability, military status, gender, sexual orientation, gender identity or expression.
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