Client Experience Representative

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.

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 advanced front-line service professional role is accountable for in force service execution, customer relationship management, and service. This is the first point of contact for all in force 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 critical thinking skills and seamless delivery of an extremely complex, broad-range, expansive knowledge and expertise across multiple products, services, and platforms of the integrated service model. 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 enhancing broker relationships, influencing persistency, and new business opportunities.

Principal Duties and Responsibilities

• Engage in education to continually retain deep/broad knowledge of voluntary benefits and group administration to respond to any type of inquiry leveraging a multitude of systems/workflows.
• Ability to attain and retain specific subject matter expertise as may be requested for designated service support.
• Meet individual goals with a continuous focus on team results.
• Provide mentor/coaching/training support to team members and other partner areas.
• Make discretionary/exception decisions based on record, case, and circumstance.
• Be a strong advocate for the adoption of digital tools (MyUnum, Colonial Life for Clients Portal, etc.) for clients, agents and brokers through education and sharing the value to improve adoption, utilization, and overall customer satisfaction.
• Develop, strengthen, and build deep relationships with plan administrators, brokers, home, and field office partners while exemplifying a high degree of professionalism.
• Serve as a dedicated resource to provide service support for select broker, agent and/or plan administrator partners, as primary priority within role, as needed.
• 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.
• Achieve high customer satisfaction of ongoing administration processes.
• Research, evaluate and respond to service issues.
• Partner with field through escalation of growth and/or at-risk indicators.
• Reflect a sense of customer intimacy.
• Establish strong partnerships with relevant partner areas.
• Help identify and support change initiatives to improve workflow, enhance customer service and reduce operating costs.
• Recognize trends and root causes; create solutions to prevent future occurrences.
• May perform other duties as assigned including special projects/initiatives.

Job Specifications

• Bachelor’s degree preferred or equivalent
• Experienced customer service professional with 3+ years required
• Solid understanding of the marketplace - value of brokers, agents, and clients and challenges of plan administrators
• Demonstrated critical thinking practices and strategic/forward thinker
• Strong ability to examine and make decisions with a great deal of discretion and draw own conclusions
• Operate with urgency in a real-time service and multifaceted environment
• Strong interpersonal and negotiation skills
• Strong communication skills including written/verbal
• Provides leadership to the other team members
• Demonstrates strong analytical, critical thinking, and problem-solving skills
• Interacts effectively at all levels of the organization
• Proven ability to work under pressure, managing a complex and fast paced workload.
• Embraces and leads 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