Job Posting End Date: June 24

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 36 million working people and their families from the financial impact of illness or injury.

Unum's two distinct, but similarly focused US businesses - Unum US and Colonial 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 also has significant US operations in Portland, Maine and Baton Rouge, Louisiana - and over 35 field offices nationwide. Colonial Life is headquartered in Columbia, South Carolina with over 40 field offices nationwide.

General Summary:
This position is accountable for customer service delivery, driving customer satisfaction through a combination of interpersonal and technical skills. The customer will include field partners, plan administrators, brokers, and covered individuals. While partnering may be required to achieve outcomes, the incumbent retains ownership coordinating communication flow back to the customer or broker. This role recognizes when to escalate issues to other fulfillment operational service areas. The incumbent will demonstrate exceptional communication skills, deep product and business process knowledge and solid technical skills across all product lines, SU, Group & VB. This individual promotes capabilities from a customer perspective, aligning service needs with the target offering through persuasion, negotiation and education. This role effectively collaborates across all areas to ensure a positive customer experience.

Principal Duties and Responsibilities

• Achieves high customer satisfaction with ongoing administration processes.
• Interacts with customers researching service issues to find resolution and complete transactions.
• Partners with other areas to achieve outcomes.
• Coordinates flow of information back to customer in an organized and timely way
• Reflects a sense of customer intimacy - knows who the customer is, what products they have with us, what their recent interaction history includes, etc.
• Educates customers on products, process etc. and supports customer in self sufficiency.
• Evaluates and resolves service issues relying on exceptional communication skills, strong product and risk knowledge, process expertise, etc.
• Uses persuasion and negotiation skills to manage within the scope of issue resolution.
• Meets individual goals while assisting team to meet team goals.
• Establishes strong partnerships with field sales & client management; contact center, enrollment, underwriting, benefits and other customer service or administration roles.
• Have an appropriate sense of urgency in responding to field partner, broker and customer inquiries to ensure that responsiveness and service standards are being met.
• Leverage strong internal partnerships to find service resolutions and make it easy for our customers to do business with Unum.
• Embrace and lead change 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

Job Specifications

• 4 year college degree highly preferred
• 3-5 years industry-related experience in a customer service role preferred
• Excellent interpersonal skills
• Operates with urgency in a real time service environment.
• Strong negotiation and persuasion skills
• Strong communication skills including written, verbal, presentation & listening skills.
• Solution oriented individual demonstrating good investigative and problem solving skills
• Acts with urgency in responding to customer needs
• Demonstrates flexibility and adaptability to change. Able to prioritize and manage multiple, concurrent and rapidly changing demands
• Strong partnership and team skills
• Results oriented, consistently achieving and exceeding individual and team goals.

• Strong understanding of Unum's targeted offerings and processes required to support the customer experience
• Ability to embrace and lead change to improve process, efficiency and service.
• Demonstrates understanding of market place, value of brokers and challenges of plan administrators
• Ability to analyze problems and develop and execute creative, customer-focused solutions
• Demonstrates consistency in accuracy, speed and quality of work
• Supports extended hours of coverage, including working evening shifts as needed.
• May require occasional travel
• Meets the standards for this position, as defined in the Talent Management framework

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~IN2

Our company is built on helping individuals and families, and this starts with our employees. We want employees to maintain a positive balance, which is why we provide access to the benefits and resources they need to invest in themselves. From our onsite fitness facilities and generous paid time off to employee professional development programs, we are committed to helping employees live and work their best - both inside and outside the office.

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.

Company:
Unum