Customer Benefit Advisor I (On-site)- Columbia

Unum • Columbia, SC

3d • $36,000 - $62,400 • Onsite

About The Position

The Customer Benefit Advisor (CBA) I is an entry-level customer contact center role and a critical first point of contact for customers of Unum/Colonial Life. The advisor provides exceptional service by giving accurate, thorough, clear, and concise information about benefits, claims, policy administration, and coverage. The work involves gathering information from multiple product types and systems, following established protocols and workflows, resolving customer issues where appropriate, and documenting interactions for internal business partners.

Advisors are expected to demonstrate empathy and professionalism, protect customer privacy, and meet individual performance measures such as accuracy, post-interaction surveys, average handle time, after-call work, and schedule adherence. The position is based at Colonial Life’s office in Columbia, South Carolina. The assigned shift falls between 8:00 a.m. and 8:00 p.m. Eastern, Monday through Friday. Successful completion of contact center training and required support periods is required.

Requirements

• High school diploma or GED.
• Successful completion of the Contact Center training program, including demonstrating phone proficiency and passing required knowledge checks.
• A passion for helping customers and exceeding their expectations with high integrity.
• Excellent verbal and written communication skills, with the ability to adapt communication style to customer needs.
• Strong computer and multitasking skills, including the ability to work confidently in multiple systems with dual monitors.
• Familiarity with Microsoft Outlook, Word, and Excel.
• Ability to work in a fast-paced, structured environment and handle numerous customer inquiries.
• Ability to adapt and work successfully in a continually changing environment; intellectual curiosity and desire to learn and grow.
• Dependability and availability to support teammates and customers.
• Comfort communicating with teammates and leadership through MS Teams video throughout the day.
• 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 services, or an equivalent area.

Responsibilities

• Serve as a first point of contact and assist customers through multiple communication channels with timely, accurate information about policies and coverage.
• Meet or exceed company goals and performance metrics to provide a strong customer experience.
• Respond to customer needs with empathy and professionalism, protect customer privacy, and resolve issues where appropriate.
• Gather information from multiple systems and communicate it to customers clearly and seamlessly.
• Follow documented processes and workflows to improve service and reduce customer effort while supporting operating efficiency.
• Use available resources and tools to respond accurately to customer inquiries.
• Create detailed and appropriate documentation for internal cross-functional business partners.
• Maintain reliable attendance in accordance with contact center attendance guidelines and be available for the assigned shift.
• Complete required training and associated support periods, including required knowledge checks and phone proficiency demonstrations.
• Remain open to feedback and guidance and demonstrate the company’s stated values.
• Perform other duties as assigned.

Benefits

• Competitive benefits package including health, vision, and dental coverage, and short- and long-term disability.
• Generous paid time off, including paid time to volunteer.
• 401(k) employer contributions of up to 9.5%, comprising a match up to 5% and an additional 4.5% contribution whether or not the employee contributes.
• Mental health support.
• Career advancement opportunities.
• Student loan repayment options.
• Tuition reimbursement.
• Performance-based incentive plans.
• Flexible work environments.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED