GLTC Customer Change Specialist I at Unum (Portland, ME)

| Portland, ME
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Job Posting End Date: March 13

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 is the entry level of a two level career path. Work is performed under general supervision according to established guidelines.This position provides support for internal and external customers (Underwriting, Kit team, Billing, Service Associate, Compliance and others) both by researching and resolving issues, processing contract changes across multiple systems and completing quote proposal requests as it relates to general plan changes as well as rate increases. By demonstrating excellent, timely customer service, incumbents in this position are brand ambassadors for Unum and an important role in managing the inforce block while balancing the needs of our customers.

Principal Duties and Responsibilities
  • Day to day accountability for GLTC policy changes and maintenance.
  • Responsible for making accurate coverage and administrative changes within multiple legacy systems.
  • Work effectively and collaboratively with internal partners to ensure service, quality and customer needs are met or exceeded.
  • Ensure contracts/booklets/certificates are within compliance with state and federal legislation and established risk and administrative rules.
  • Execute on GLTC re-pricing initiative
  • Produce rate illustrations for GLTC products.
  • Responsible for rating & implementing the rate increase and ad hoc rate requests.
  • Manage daily activity to reflect case assignment and accurate status of case activity
  • Responsible for coverage administration solutions that meet customer expectations.
  • Provide options in collaboration with Field/Home Office partners and the customer.
  • Identify business trends and refer as appropriate for further action.
  • 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.
  • Provide ongoing GLTC Customer, Product and regulatory support.
  • Educate and support all impacted internal parties managing the rate increase.
  • May perform other duties as assigned.

Job Specifications
  • Bachelor's degree preferred or equivalent, relevant business experience required.
  • Strong customer service orientation.
  • Demonstrate individual leadership qualities which include consistently delivering results, taking ownership for personal development; demonstrate the ability to make effective and timely decisions.
  • Strong understanding of business area goals and how to achieve them.
  • Collaborate with peers and business partners to foster teamwork and act with integrity while adhering to Unum's Code of Conduct
  • Strong mathematical/analytical, critical thinking and reasoning skills
  • Strong communication and interpersonal skills (phone skill, oral and written).
  • Strong partnering skills which contribute to building relationships with partners and other service team members. Displays team-oriented skills.
  • Creates solutions to fit changing work environments.
  • Advanced research and problem solving skills.
  • Strong keying skills and in depth knowledge and proficiency on PC applications.
  • Self-directed ability to work in fast paced environment, both as part of team and individually.
  • Work with a sense of urgency, multi-task, prioritizes appropriately when competing demands and high volumes develop.
  • Demonstrates high level of professionalism.
  • Preferred knowledge of Unum's group product portfolio, and contractual provisions.
  • Demonstrates strong organizational skills with, detail oriented with high focus in quality.



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.

More Information on Unum
Unum operates in the Insurance industry. The company is located in Chattanooga, TN, Portland, ME, Baton Rouge, LA and Glendale, CA. Unum was founded in 2022. It has 9536 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Disability Insurance, Dental Benefits, Vision Benefits, Health Insurance Benefits and Life Insurance. To see all 34 open jobs at Unum, click here.
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