Client Consultant

Unum Group•Chattanooga, TN

8h•$45,600 - $86,200•Remote

About The Position

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. 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! In this role, you could be aligned with one of our teams supporting one of our many benefit Ben Tech/HCM partner (ADP, Workday, UKG, Employee Navigator). This posting is intended to fill Client Consultant positions within the Small Business, Mid-Market, HRC, and Broker Connect segments. Final team alignment will be determined by the hiring panel based on business needs, candidate experience, and overall fit. This role is the primary service point for client and broker matters related to all policy level administration needs. This role has ownership and accountability for the ongoing delivery of highly responsive and accurate customer service for Unum’s integrated products and may service clients from different-sized market segments. This consultative role facilitates client education across all product lines to ensure understanding of solutions applicable to clients’ needs. These complex activities require in-depth knowledge of technical integrations with various technology partners, and platforms. In addition, this role partners with other departments to ensure the accuracy of invoices, corresponds with clients to follow up on outstanding payments, and resolves service and billing issues. This role will drive resolution for complicated and sensitive service matters with the goal of turning around challenges and converting them into opportunities for deeper customer loyalty, retention, and future growth. The role owns the relationship with clients and brokers for all policy administration needs, collaborating with the field operations to drive customer persistency, and satisfaction while mitigating risk.

Requirements

College degree preferred, or equivalent experience required.
3-5 years of experience in Customer Services, Employee Benefits or HR administration preferred.
Ability to provide strong service with a track record of driving customer resolution.
Ability to utilize and leverage technology and systems.
Ability to research and analyze problems and develop and implement creative, customer-focused solutions.
Introductory knowledge of the insurance business, the company's operating structure, product offerings, external drivers and corresponding workflow processes preferred.
Effective relationship building and consultative skills.
Demonstrates leadership capabilities as defined in Unum’s Leadership and Our Value characteristics.
Strong written & verbal communication, negotiation, and persuasion skills.
Excellent collaboration skills: demonstrated ability to partner with cross-functional business areas.
Operates with tactical lens to achieve results with diverse priorities.
Knowledge of continuous improvement methodologies.
Ability to navigate in a fast-paced, complex environment.
Solid organizational, planning, and time management skills – able to support multiple priorities.
Versatility/adaptability with ability to embrace change.
Strong Excel skills preferred
Solid mathematical aptitude, analytical skills, and attention to detail

Responsibilities

Analyze, communicate, and consult on various billing and service-related issues to solve for root cause and eliminate additional downstream billing and service impacts.
Educate customers, brokers and field partners on products, processes, technology, and offerings, consulting on their unique benefit plan design and/or digital ecosystem.
Work with brokers to resolve field issues related to clients
Serve as a specialist on complex service and billing issues related to policy administration and enrollment and work with service partners as needed to resolve issues.
Lead collaboration with business partners to provide subject matter expertise on Unum’s technology capabilities, and associated systems, in support of administration, benefits and other key internal business processes.
Troubleshoot client file feeds or digital solutions as necessary to resolve issues
Proficient in completing comprehensive audits including, but not limited to, enrollment activity, premium remittance and allocation, salary adjustments and policy changes with little supervision or guidance.
Ability to manage competing accountabilities and prioritize client requests through the timely delivery of accurate responses and solutions.
Educate client on specific digital adoption strategies and influence them to utilize self-service capabilities.
Own the prompt and efficient resolution of escalated client issues through effective coordination involving the necessary business partners.
Occasionally engage in lean management and agile practices to enhance technology and process with the goal of achieving higher Employer CSAT.
Operates with a continuous improvement mindset and ways to enhance the client experience and operational efficiencies.
May coach others as need arises.
Maintain high quality standards and accuracy on all interactions and outputs.
May perform other duties as assigned.

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
Healthcare benefits (health, vision, dental)
Insurance benefits (short & long-term disability)
Performance-based incentive plans
Paid time off
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.