Customer Benefit Advisor I (On-Site)- Chattanooga

Unum Group•Chattanooga, TN

2d•Onsite

About The Position

The Customer Benefit Advisor I is an entry-level role and the first point of contact for customers receiving services from Unum/Colonial Life. Based at Unum’s Chattanooga corporate office, the advisor provides accurate, clear, and concise information about benefits, claims, policy coverage, and policy administration, using multiple systems and administrative processes. The role requires excellent customer service, appropriate empathy, professional handling of customer concerns, and detailed documentation for internal business partners. Work is performed according to established protocols and procedures, with minimal operational oversight, and is evaluated against individual performance metrics and Customer Contact Center expectations. The advisor must be available for an assigned shift between 8:00 a.m. and 8:00 p.m. Eastern Time, Monday through Friday. The role includes completing required training and support periods, meeting attendance and in-office expectations, and communicating with teammates and leadership through Microsoft Teams video. The minimum starting hourly rate is $21.00; the listed base salary range is $36,000–$62,400.

Requirements

High school diploma or GED.
Successful completion of the Contact Center training program, including phone proficiency and required knowledge checks.
Strong customer-service orientation, integrity, and a commitment to helping customers exceed expectations.
Excellent verbal and written communication skills, with the ability to adapt communication style to customer needs.
Strong computer and multitasking skills, including confidence working in multiple systems with dual monitors.
Familiarity with Microsoft Outlook, Word, and Excel.
Ability to work in a fast-paced, structured, and continually changing environment while handling numerous customer inquiries.
Dependability and ability to meet attendance requirements and applicable in-office expectations.
Comfort communicating with teammates and leadership through Microsoft Teams video throughout the day.
Availability for an assigned shift between 8:00 a.m. and 8:00 p.m. Eastern Time, Monday through Friday.

Nice To Haves

One year of customer service experience is preferred, particularly in insurance, healthcare, medical, financial, or an equivalent field.
Openness to feedback and guidance, intellectual curiosity, and a desire to continually learn and grow.

Responsibilities

Assist customers through multiple communication channels with timely and accurate information about policies and coverage.
Meet or exceed company goals and individual performance metrics, including accuracy, post-interaction surveys, average handle time, after-call work, and schedule adherence.
Protect customer privacy and handle interactions with empathy and professionalism.
Complete required training and associated support periods, including phone proficiency and knowledge checks.
Gather information from multiple systems and relay it to customers clearly and seamlessly.
Follow documented processes and workflows to improve customer service, reduce customer effort, and support operating efficiency.
Use available resources and tools to respond accurately to customer inquiries.
Create appropriate, detailed documentation for internal cross-functional business partners.
Maintain reliable attendance in accordance with contact center guidelines.
Perform other duties as assigned.

Benefits

Health insurance
Vision insurance
Dental insurance
Short- and long-term disability benefits
Generous paid time off, including paid time to volunteer
401(k) employer contribution of up to 9.5%, consisting of a match up to 5% and an additional 4.5% contribution whether or not the employee contributes
Performance-based incentive plans
Mental health support
Career advancement opportunities
Student loan repayment options
Tuition reimbursement
Flexible work environments