Customer Benefit Advisor I (On-Site)- Chattanooga

Unum•Chattanooga, TN

3d•$36,000 - $62,400•Onsite

About The Position

The Customer Benefit Advisor I is an entry-level role and a critical first point of contact for customers receiving services from Unum and Colonial Life. The advisor provides accurate, clear, and concise information about benefits, claims, policy coverage, and policy administration, using multiple systems and following established protocols and procedures. The role requires empathy, professionalism, strong customer service, appropriate resolution of customer issues, and detailed documentation for internal business partners. Advisors work toward individual performance metrics, including accuracy, post-interaction surveys, average handle time, after-call work, and schedule adherence. They complete required training and support periods and work a regularly assigned shift between 8:00 a.m. and 8:00 p.m. Eastern, Monday through Friday. The role is based at Unum’s Chattanooga corporate office and involves video communication with teammates and leadership via Microsoft Teams.

Requirements

High school diploma or GED.
Successful completion of the Contact Center training program, including demonstrating phone proficiency and passing required knowledge checks.
Passion for helping customers and exceeding expectations with high integrity.
Excellent verbal and written communication skills, including the ability to adapt communication style to customer needs.
Ability to work in a fast-paced, structured environment and respond to numerous customer inquiries.
Strong computer and multitasking skills, including ability to work confidently across multiple systems with dual monitors.
Familiarity with Microsoft Outlook, Word, and Excel.
Intellectual curiosity and desire to continually learn and grow.
Strong work ethic and ability to adapt and work successfully in a continually changing environment.
Dependability and availability to support teammates and customers.
Comfort using Microsoft Teams video communications throughout the day to communicate with teammates and leadership.
Ability to meet attendance requirements and in-office expectations when applicable.
Availability for a regularly assigned shift between 8:00 a.m. and 8:00 p.m. Eastern, Monday through Friday.

Nice To Haves

One year of customer service experience, preferably in insurance, healthcare, medical, financial, or an equivalent field.

Responsibilities

Serve as a first point of contact and respond through multiple communication channels to policy- and coverage-related questions with timely, accurate information.
Meet or exceed company goals and customer-service metrics.
Receive and act on feedback and guidance to improve customer service.
Protect customer privacy and communicate with empathy and professionalism.
Maintain reliable attendance and availability in accordance with contact center guidelines.
Complete required training and associated support periods.
Gather information from multiple systems and relay it to customers seamlessly.
Follow documented processes and workflows to improve service, reduce customer effort, and support operating efficiency.
Use available resources and tools to respond accurately to customer inquiries.
Create appropriate documentation for internal cross-functional business partners.
Demonstrate the company’s stated values.
Perform other duties as assigned.

Benefits

Health, vision, and dental coverage.
Short- and long-term disability benefits.
Performance-based incentive plans.
Paid time off, including paid volunteer time.
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.
Mental health support.
Student loan repayment options.
Tuition reimbursement.
Flexible work environments.
Career advancement opportunities.