Client Specialist

Job Posting End Date: March 13
When you join the team at Unum, you become part of an organization committed to helping you thrive.
Here, we work to provide the employee benefits and service solutions that enable employees at our client companies to thrive throughout life's moments. And this starts with ensuring that every one of our team members enjoys opportunities to succeed both professionally and personally. To enable this, we provide:

• Award-winning culture
• Inclusion and diversity as a priority
• Performance Based Incentive Plans
• Competitive benefits package that includes: Health, Vision, Dental, Short & Long-Term Disability
• Generous PTO (including paid time to volunteer!)
• Up to 9.5% 401(k) employer contribution
• Mental health support
• Career advancement opportunities
• Student loan repayment options
• Tuition reimbursement
• Flexible work environments

*All the benefits listed above are subject to the terms of their individual Plans.
And that's just the beginning...
With 10,000 employees helping more than 39 million people worldwide, every role at Unum is meaningful and impacts the lives of our customers. Whether you're directly supporting a growing family, or developing online tools to help navigate a difficult loss, customers are counting on the combined talents of our entire team. Help us help others, and join Team Unum today!
General Summary:
This position is accountable for customer service delivery, driving customer satisfaction through a combination of interpersonal and technical skills. The customer will include field partners, plan administrators, brokers, and covered individuals. While partnering may be required to achieve outcomes, the incumbent retains ownership coordinating communication flow back to the customer or broker. The incumbent will demonstrate strong communication skills, deep product and business process knowledge, as well as solid technical skills across all product lines, Group & VB. This individual promotes capabilities from a customer perspective, aligning service needs with the target offering through persuasion, negotiation, and education. This role anticipates customer needs and effectively collaborates across all areas to ensure a positive customer experience.
Principal Duties and Responsibilities

• Provides a premium level of service to external clients and business partners by researching, responding to, and anticipating their needs in a professional and timely manner
• Responsible for a general knowledge of the various aspects of a customer's polic(ies) and services. This may vary by product but could include contract(s), billing, file feeds, and Evidence of Insurability, with the ability to effectively navigate and partner internally to achieve successful outcomes and to communicate to our external customers/brokers
• Ability to multitask and prioritize client requests through the timely delivery of accurate responses and solutions to the client
• Educates customers on products, process, etc. and supports customer in understanding the ease and benefits of self-service capabilities
• Proactively identify potential downstream impacts of customer requests
• Evaluates and resolves service issues relying on strong communication skills, strong product and risk knowledge, as well as process expertise in order to effectively manage customer requests
• May be accountable for conducting audits to identify premium as well as employee-level coverage discrepancies. In depth analysis of client and UNUM created materials to identify variances and make corrections to resolve findings
• Demonstrated persuasion and negotiation skills to manage issue resolution
• Meets individual goals while balancing the need to assist with meeting team goals
• Build and manage effective relationships with clients and internal business partners including field sales & client management, contact center, enrollment, underwriting, benefits and other customer service or administration roles
• Have an appropriate sense of urgency in responding to field partner, broker, and customer inquiries to ensure that responsiveness and service standards are being met.
• Embrace and influence change in order to improve workflow, enhance customer service to reduce operating costs
• Identify trends and root causes to effectively create solutions & prevent future occurrences
• May perform other duties as assigned

Job Specifications

• 4-year college degree highly preferred
• 3-5 years industry-related experience in a customer service role preferred
• Excellent interpersonal skills
• Operates with urgency in a real time service environment and responding to customer needs.
• Strong negotiation and persuasion skills
• Strong communication skills including written, verbal, presentation & listening skills.
• Solution oriented individual demonstrating investigative and problem-solving skills
• Demonstrates flexibility and adaptability to change. Able to prioritize and manage multiple, concurrent, and rapidly changing demands
• Strong partnership and team skills
• Knowledgeable of broad technological solutions, including troubleshooting and root cause analysis. (i.e., data feeds).
• Results oriented, consistently achieving, and exceeding individual and team goals.
• Strong understanding of Unum's targeted offerings and processes required to support the customer experience
• Ability to embrace and lead change to improve process, efficiency, and service.
• Demonstrates understanding of marketplace, value of brokers and challenges of plan administrators
• Ability to analyze problems and develop and execute creative, customer-focused solutions
• Demonstrates consistency in accuracy, speed, and quality of work
• Flexible working hours, as business needs warrant

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~IN1
Unum and Colonial Life are part of Unum Group, a Fortune 500 company and leading provider of employee benefits to companies worldwide. Headquartered in Chattanooga, TN, with international offices in Ireland, Poland and the UK, Unum also has significant operations in Portland, ME, and Baton Rouge, LA - plus over 35 US field offices. Colonial Life is headquartered in Columbia, SC, with over 40 field offices nationwide.
The base salary range for applicants for this position is listed below. Unless actual salary is indicated above in the job description, actual pay will be based on skill, geographical location and experience.
$45,600.00-$82,100.00
Additionally, Unum offers a portfolio of benefits and rewards that are competitive and comprehensive including healthcare benefits (health, vision, dental), insurance benefits (short & long-term disability), performance-based incentive plans, paid time off, and a 401(k) retirement plan with an employer match up to 5% and an additional 4.5% contribution whether you contribute to the plan or not. All benefits are subject to the terms and conditions of individual Plans.
Company:
Unum