Job Posting End Date: 05/19
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 the entry level of a two level career path. Work is performed according to established procedures under considerable supervision. This position is primarily responsible for premium reconciliation of Group, VB or Simply Unum inforce customers. This position is an important and key contributor to building customer loyalty which drives positive persistency and supports achieving top and bottom line growth objectives for Unum. This position is responsible for providing quality service to customers and partners through the use of multiple system applications and administrative processes. Incumbents will be responsible for adhering to Unum's guidelines in order to provide highly responsive, quality policy administration.
Principal Duties and Responsibilities
Achieves high customer satisfaction during ongoing premium reconciliation processes. When necessary educates customers on products and processes
Responds to inquiries and service requests from internal and external partners.
Works effectively and collaboratively with internal partners to ensure service standards and customer needs are met and/or exceeded.
Conducts analysis and develops quality premium reconciliation solutions that meet customer expectations. Recognizes trend and root causes. Provides options in collaboration with internal/external partners which contribute to driving top and bottom line growth.
Evaluates and resolves service issues relying on exceptional communication skills, strong business knowledge and process expertise
Meets individual goals while assisting to meet team goals.
Actively seeks opportunities to suggest/implement changes which improve workflow and/or reduce operating costs.
Makes appropriate systems/file updates and documentation.
May perform other duties as assigned.
Bachelor's degree preferred or equivalent, relevant business experience required.
Solid customer service orientation with demonstrated commitment to meet/exceed customer needs.
Solid communication and interpersonal skills (phone skill, oral and written).
Ability to make sound business decisions, which balance customer satisfaction and financial integrity.
Solid partnering skills which contribute to building relationships with partners and other service team members. Displays team-oriented skills.
Ability to adapt and work effectively in a continuously changing environment. Able to multi-task and prioritize appropriately when competing demands and large volumes develop.
Solution oriented individual demonstrating good investigative, research and problem solving skills.
Skilled in negotiation, conflict management, and influencing others.
Proficiency on systems and processes particular to the employee's specific area.
Self-directed ability to work in fast paced environment, both as part of team and individually.
Ability to seek out developmental opportunities and continuously improve skills.
Consistently demonstrate a high level of professionalism through a strong worth ethic that positively influences the work habits of the team.
Solid working knowledge of Unum's group, VB or SU product portfolio, and contractual provisions.
Detail oriented with a focus on quality and consistently meeting goals.
Solid mathematical aptitude and analytical skills.
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.