[Hiring] Client Experience Representative I @Unum

Role Description

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.

• Develop strong credibility through exceptional execution of service responsiveness.
• Provide highly responsive service to plan administrators, brokers, and field partners.
• Facilitate communication through different mediums (telephone, email, chat, written correspondence).

Principal Duties and Responsibilities

• Engage in education to retain deep/broad knowledge of voluntary benefits and group administration.
• 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.
• Advocate for the adoption of digital tools for clients, agents, and brokers.
• Develop, strengthen, and build relationships with plan administrators, brokers, and partners.
• Serve as a dedicated resource for select broker, agent, and/or plan administrator partners.
• Offer/promote capabilities by aligning customer needs with the target offering.
• 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 and utilize customer knowledge to educate and influence clients.
• Establish strong partnerships with relevant partner areas.
• Help identify and support change initiatives to improve workflow and enhance customer service.
• Recognize trends and root causes; create solutions to prevent future occurrences.
• May perform other duties as assigned including special projects/initiatives.

Qualifications

• 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.
• Demonstrated critical thinking practices and strategic/forward thinker.
• Strong ability to examine and make decisions with discretion.
• Operate with urgency in a real-time service environment.
• Strong interpersonal and negotiation skills.
• Strong communication skills including written/verbal.
• Provides leadership to 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 and manage a complex 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.

Benefits

• 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.

Company Description

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.