Solutions Partner Liaison
About The Position
The Solutions Partner Liaison promotes Total Leave digital capabilities and serves as a primary point of contact for complex questions involving short-term disability (STD), leave, paid family leave (PFL), and the Americans with Disabilities Act (ADA). The role facilitates agreed-upon resolutions in partnership with the field, clients, Solutions Partner Consultants, operational teams, and management. The liaison demonstrates digital functionality to clients and encourages adoption of self-service capabilities. They independently address complex claim and leave questions, develop and execute action plans, escalate issues, identify and report trends, and collaborate with operations leaders to resolve problems. The role also provides expertise on the Total Leave digital ecosystem, products, workflows, regulations, systems, standard operating procedures, intake, and eligibility processes. It supports continuous improvement through client insights and helps educate, support, and mentor peers and new team members.
Requirements
- Proficiency in Solutions and the Unum product portfolio.
- Strong technical claims and leave experience.
- Proven customer service and problem-solving skills.
- Knowledge and proficiency in STD and FMLA, with the ability to quickly upskill on ADA and PFL as needed.
- Ability to resolve conflicts in an open and positive manner.
- Ability to build understanding, acceptance, and commitment through the change process.
- Ability to take appropriate action based on key business indicators and trends.
- Demonstrated influencing, collaboration, and client relationship management experience.
Nice To Haves
- Four-year degree or equivalent experience recommended.
Responsibilities
- Demonstrate digital functionality to clients and influence them and their employees to adopt self-service capabilities for standard case-level needs.
- Handle complex status questions and inquiries about individual claims and leaves from clients or the field; develop action plans and execute them promptly.
- Escalate issues and partner with appropriate internal stakeholders.
- Identify trends proactively and report issues affecting claims and leaves.
- Build relationships with operations leaders, communicate issues, and help resolve problems.
- Maintain expertise in the Total Leave digital ecosystem and stay current on new solutions.
- Use knowledge of client needs to provide insight into how digital capabilities work for clients and support continuous improvement.
- Educate clients on Total Leave products, leave workflows, and regulations.
- Apply knowledge of applicable systems, standard operating procedures, intake and eligibility procedures, and product information.
- Support and mentor peers and new team members.
- Perform other duties as assigned.
Benefits
- Health, vision, and dental coverage
- Short- and long-term disability insurance
- Performance-based incentive plans
- Paid time off, including paid volunteer time
- 401(k) employer contributions, including an employer match and an additional contribution
- Mental health support
- Career advancement opportunities
- Student loan repayment options
- Tuition reimbursement
- Flexible work environments
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What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
