Customer Change Specialist

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 is the entry level of a two level career path. Work is performed according to established procedures under considerable supervision. This position requires solid knowledge of Unum products and processes as well as the ability to process a variety of products and types of business.

This position is an important and key contributor to building customer loyalty which drives positive persistency and maintains financial integrity by making coverage and administrative changes within multiple legacy systems in support of achieving top and bottom line growth objectives for Unum. Incumbents will be responsible for providing highly responsive, quality coverage administration.

This position provides support for internal and external customers both by researching and resolving issues and by processing coverage changes across multiple systems. By demonstrating excellent, timely customer service, incumbents in this position are brand ambassadors for Unum. Therefore, this position is an important and key contributor to building customer loyalty which helps to drive positive persistency.

Principal Duties and Responsibilities

• Responsible for making accurate coverage and administrative changes within multiple legacy systems.
• Creation of billing records may be required.
• Work effectively and collaboratively with internal partners to ensure service standards and customer needs are met. Research and respond with timely, complete, and accurate information.
• Responsible for coverage administration solutions that meet customer expectations. May provide options in collaboration with Field/Home Office partners and the customer which contribute to driving top and bottom line growth.
• Identify business trends and refer to others as appropriate for further action.
• May be required to analyze various daily, weekly and monthly reports and data to take appropriate action.
• Actively seeks opportunities to implement changes which improve workflow, accuracy reduce operating costs, timeliness, productivity and customer satisfaction.
• Contribute to team and individual accountabilities in order to meet service and quality expectations.
• Responsible for the servicing of customer and internal partner requests to include outbound calls, email inquiries, service requests and general mail.
• Proactively seeks and proposes recommendations and solutions with confidence.
• May be required to ensure contract/booklet/certificate compliance with state and federal legislation and established risk and administrative rules.
• May be required to work a varied shift between 8:00 AM – 8:00 PM.
• May perform other duties as assigned.

Job Specifications

• 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 keying skills and technologically proficient on PC applications.
• Solid mathematical aptitude and analytical skills.
• Demonstrates solid organizational skill.

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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.

$36,000.00-$68,000.00

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