Client Experience Consultant

Unum•Chattanooga, TN

10d•$40,000 - $75,600

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. To enable this, we provide: 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. And that’s just the beginning… 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! General Summary: This is an entry level of a two-level career path. Work is performed across all customer size segments according to multiple documented service operating procedures for some tasks but includes a level of critical thinking and autonomy as well due to the customer facing and/or research requirements. This position requires solid knowledge of Unum and/or Colonial products or services and processes as well as the ability to process a variety of transactions to support customer requests, updating coverage and administrative policy information. Incumbents in-depth understanding is critical to processing data and in result, ensures the accuracy of policy information and/or invoices that have a direct impact to customers. By demonstrating timely and accurate customer service, this position is an important and key contributor to building customer loyalty which helps to drive positive persistency and financial integrity while providing an excellent client experience.

Requirements

2- or 4-year college degree preferred or related industry experience
Experienced in customer interactions with an ability to effectively communicate and meet/exceed customer needs
Solid verbal and written communication skills
Ability to develop strong working partnerships to achieve shared goals
Ability to prioritize, organize, complete multiple tasks, and accurately handle a high volume of work in a fast-paced environment
Ability to operate with a high sense of urgency, meeting deadlines and productivity targets
Highly motivated and proactive with the ability to work well independently and within a team
Solution oriented individual demonstrating good investigative, research and problem-solving skills.
Strong attention to detail with a keen focus on quality and accuracy
Strong work ethic with sensitivity to handling personally identifiable information (PII)
Solid critical thinking skills with an ability to effectively analyze and solve problems
Solid working knowledge of Unum and/or Colonial products, and contractual provisions
Solid keying skills and technologically proficient on PC applications
Solid mathematical aptitude and analytical skills
Ability to seek out developmental opportunities and continuously improve skills
Consistently demonstrate a high level of professionalism that positively influences and builds a productive environment
Willingness to adapt to a rapidly changing environment with an open mind and a high degree of engagement to ensure the success of the organization

Responsibilities

Process/research inquiries, changes, enrollments, and/or evidence of insurability in compliance with contractual provisions, risk, and administration utilizing multiple systems and tools in a timely, complete, and accurate manner
Reviews requests, contracts, or letters to ensure compliance with contractual provisions, risk, and administration
Review applications to ensure Underwriting requirements are met and/or communicate denial to policy owner
Processes requests that have a financial impact to the company and the customer which requires accuracy in calculating appropriate monies to/from the customer – may include processing loans, surrenders, reinstatements, deferred comp, and withdrawals, issuing checks or processing ACH bank forms to allow for personal bank account withdrawals for individually billed policies
Applies negotiation and influencing skills to best satisfy policy owner needs by considering and presenting options direct to the client (or educates Client Specialist on opportunities to improve customer experience) to keep a policy in-force while promoting retention
Builds and nurtures effective working partnerships and interactions with peers and internal cross functional partners as well as external partners such as agents, plan administrators or policy owners to satisfy service standards and customer needs
Handles customer escalations that cannot be resolved within the call center or service hub, responding with empathy and urgency driving positive customer satisfaction results while delivering complex provision and policy guidelines or explaining annual reports or illustrations direct to the customer
Utilizes technical skills to ensure accuracy, identify defects and issues in member API processes
Prepares /format and process electronic enrollments and evidence of insurability to ensure coding to administrative system
Utilize critical thinking skills to independently research and trouble shoot problems to identify issues and determine actions that need to take place for resolution
Provide superior customer service and demonstrate ownership and expertise ensuring total client satisfaction
Meet or exceed individual/team productivity and quality goals
Acts with a continuous improvement mindset and seeks opportunities to recommend and implement changes which improve process efficiencies and customer satisfaction
Participates in problem-solving activities, identifying issues early and working with appropriate resources to resolve concerns
Engages in change and supports corporate initiatives
Positively impacts work and team environment by engaging in team huddles
Demonstrates alignment of shared objectives within Client Success and other partners
Provide support to peer group and other teams during high volume and peak seasons
Provide support to Service Advisor/Manager in resolving system/processing issues
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