[Hiring] Onboarding Experience Consultant @Unum

Role Description

The Onboarding Experience Consultant is responsible for leading and executing the end-to-end onboarding of new customers, serving as the primary point of accountability from Mark as Sold through successful completion. This role ensures a smooth, accurate, and timely implementation by applying in-depth knowledge of products, including integrated and technology-enabled solutions, as well as the systems and partners that support onboarding activities.

• Accountable for successfully onboarding the customer by providing consultation of the right products and solutions as well as ensuring accurate deliverables to prevent downstream impacts to claims or servicing.
• Collaborates with multiple internal partners and stakeholders from billing through claims.
• Maintains ownership of complex timelines for enrollment readiness.
• Supports critical junctures in the process and provides ongoing consultation throughout onboarding.
• Ensures accurate systems coding (e.g., for creation of contract, first bill, booklet text, and commission schedules, etc.).
• Effectively and proactively consults with customers utilizing broad knowledge of Unum’s products and solutions to drive successful onboarding and technology to meet customer needs.
• Identifies potential issues, concerns, and problems utilizing problem-solving skills to seek root cause and identify solutions that provide an improved client experience.
• Recognizes change requests that will impact overall risk and/or rates and notifies field partners of the implications of an exception/change.
• Ensures setup of data connection solutions to support ongoing administrative and eligibility.
• Responsible for resolution and troubleshooting of technology and service issues that occur throughout onboarding and enrollment experience.
• Contributes to the development of new tools and process mapping that supports new offerings and updates/improves current tools.
• Embraces and leads change to improve workflow, enhance customer service, and reduce operating costs.
• May participate in projects and studies regarding major changes to new account creation and information collection.
• Have an appropriate sense of urgency in responding to field partner, broker, and customer inquiries.
• Leverage internal partnerships to identify service resolutions that make it easy for our customers to do business with Unum.
• Achieves high customer satisfaction during customer acquisition through building of relationship with the customer during the implementation period.
• Provides continuity support for onboarding organization as volume of work and capacity demands.
• Consistently engages in lean management and agile practices to enhance technology and process.
• Demonstrates strong leadership behaviors as defined in Unum’s Leadership and Our Value characteristics.
• Provides mentoring and subject matter support to teammates for core and small business markets.
• May perform other duties as assigned.

Qualifications

• Bachelor’s degree preferred or equivalent, relevant business experiences.
• 4+ years of experience in Customer Services, Employee Benefits, HR administration, or related IT Development.
• Demonstrated proficiency in the core elements of the Onboarding Experience Specialist role for career path progression.
• Ability to plan, negotiate, organize, and influence internal and external resources.
• Proven Leadership and consultation skills.
• Proven project management skills.
• Excellent interpersonal, verbal, and written communication skills.
• Knowledge of functional systems within Unum and corresponding business applications.
• Experience in successfully managing concurrent projects and managing multiple resources.
• Demonstrates initiative – proactive, assumes responsibility and is self-motivated.
• Ability to embrace and lead change to improve process, efficiency, and service.
• Supports a culture that is externally focused.
• Ability to analyze problems and develop and execute creative, customer-focused solutions.
• Ability to be flexible with work schedule to ensure overall business needs are met.
• May require occasional travel.

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.
• *All the benefits listed above are subject to the terms of their individual Plans.