Customer Benefit Advisor I (On-site)- Columbia

Unum Group•Columbia, SC

2d•Onsite

About The Position

The Customer Benefit Advisor I is an entry-level role and a critical first point of contact for Unum/Colonial Life customers. Based at the Colonial Life office in Columbia, South Carolina, the advisor provides accurate, clear, and concise information about benefits, claims, and policy administration while following established procedures. The role involves gathering information across multiple products and systems, resolving customer issues where appropriate, demonstrating empathy and professionalism, and documenting interactions for internal business partners. Advisors use multiple system applications and administrative processes and are expected to meet individual performance metrics, including accuracy, customer survey results, average handle time, after-call work, and schedule adherence, with minimal operational oversight. The position requires working a regularly assigned shift between 8:00 a.m. and 8:00 p.m. Eastern Time, Monday through Friday. Advisors complete required contact center training and support periods, maintain dependable attendance, and meet applicable in-office expectations. The minimum starting hourly rate is $21.00; the listed base salary range is $36,000 to $62,400, with actual pay based on skills, location, and experience.

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 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 handle numerous customer inquiries.
Strong computer and multitasking skills, including confidence working in multiple systems with dual monitors.
Familiarity with Microsoft Outlook, Word, and Excel.
Intellectual curiosity and a 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 communicating with teammates and leadership via Microsoft Teams video throughout the day.
Ability to meet attendance requirements and applicable in-office expectations.
Availability to work a regularly 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 preferred, especially in insurance, healthcare, medical, financial, or an equivalent field.

Responsibilities

Serve as a first point of contact for customers through multiple communication channels, providing timely and accurate information about policies and coverage.
Meet or exceed company goals and performance metrics to support a strong customer experience.
Respond to customers with empathy and professionalism, protecting internal and external customer privacy.
Gather information from multiple systems and relay it to customers seamlessly.
Follow documented processes and workflows to improve customer service and operational efficiency.
Use available resources and tools to respond accurately to customer inquiries.
Complete all required training and associated support periods.
Maintain reliable attendance in accordance with contact center attendance guidelines.
Perform other duties as assigned.

Benefits

Health, vision, and dental benefits.
Short- and long-term disability benefits.
Performance-based incentive plans.
Paid time off, including paid time to volunteer.
401(k) retirement plan with up to 5% employer match and an additional 4.5% employer contribution whether or not the employee contributes.
Mental health support.
Career advancement opportunities.
Student loan repayment options.
Tuition reimbursement.
Flexible work environments.