IDI Client Consultant

Unum•Portland, ME

About The Position

This role serves as the primary point of contact for clients and brokers, overseeing all service-related matters for assigned accounts. Key responsibilities include cash processing, policy administration, and managing past due accounts. The position ensures accurate and timely billing, resolves escalated issues, and maintains strong working relationships with both brokers and clients. The role develops and implements service strategies tailored to the billing and policy administration needs of IDI customers and distribution partners. It involves identifying service trends, recommending recovery actions for at risk customers, and ensuring a superior end to end billing experience through proactive client education and collaboration with internal and external stakeholders. Additionally, this position protects the integrity of financial information by maintaining timely billing, mitigating past due premium exposure, and ensuring precision in premium processing—supporting both top and bottom line growth. The incumbent handles sensitive service matters with the goal of turning challenges into opportunities for increased customer loyalty, retention, and long term growth. They own the client and broker relationship across all policy administration needs and partner closely with the field to drive persistency, satisfaction, and risk mitigation.

Requirements

College degree preferred, or equivalent experience required.
3+ years of experience in Customer Services, Employee Benefits or HR administration preferred.
Ability to provide strong service with a track record of driving customer resolution.
Technical aptitude – ability to utilize and leverage technology and systems.
Ability to research and analyze problems and develop and implement creative, customer-focused solutions.
Introductory knowledge of the insurance business, the company's operating structure, product offerings, external drivers and corresponding workflow processes preferred.
Effective relationship building and consultative skills.
Strong written & verbal communication, cross-functional collaboration, negotiation, and persuasion skills.
Operates with tactical lens to achieve results with diverse priorities.
Knowledge of continuous improvement methodologies.
Ability to navigate in a fast-paced, complex environment.
Solid organizational, planning, and time management skills – able to support multiple priorities.
Versatility/adaptability with ability to embrace change.
Strong Excel skills preferred
Solid mathematical aptitude, analytical skills, and attention to detail

Responsibilities

Reconcile and apply suspense premium for IDI accounts using logical accounting practices
Actively monitor outstanding past due accounts and facilitate premium collection or termination of delinquent accounts.
Ability to administer a variety of IDI products on multiple mainframe systems.
Communicate on various billing and service-related issues to understand customer needs to solve for root cause while eliminating additional downstream billing and service impacts.
Work with brokers to resolve field issues related to clients
Serve as a key resource on service and billing issues related to policy administration and enrollment.
Partner with other business areas and customers to identify and resolve problems while building strong relationships through consistent communication.
Collaborate with business partners to provide subject matter expertise on Unum’s technology capabilities, and associated systems, in support of administration, benefits and other key internal business processes.
Ability to manage competing accountabilities and prioritize client requests through the timely delivery of accurate responses and solutions.
Deliver adoption initiatives and influence the utilization of self-service capabilities.
Operate with a continuous improvement mindset and ways to enhance the client experience and operational efficiencies.
Maintain high quality standards and accuracy on all interactions and outputs.
May perform other duties as assigned.

Benefits

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
healthcare benefits (health, vision, dental)
insurance benefits (short & long-term disability)
performance-based incentive plans
paid time off
401(k) retirement plan with an employer match up to 5% and an additional 4.5% contribution whether you contribute to the plan or not.