Solutions Partner Liaison

Unum Group • Chattanooga, TN

1d

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 field teams, clients, Solutions Partner Consultants, operational teams, and management.

The liaison demonstrates digital functionality to clients and encourages adoption of self-service capabilities, while independently handling complex questions and status inquiries about individual claims and leaves. The role identifies and escalates issues, recognizes trends affecting claims and leaves, and partners with operations leaders to address problems. It also provides client education and subject matter expertise on Total Leave products, workflows, regulations, systems, standard operating procedures, intake, and eligibility procedures. The liaison supports and mentors peers and new team members and performs other duties as assigned.

Requirements

• Proficiency in Solutions and the Unum product portfolio.
• Four-year degree or equivalent experience recommended.
• Strong technical claims or leave experience.
• Proven customer service and problem-solving skills.
• Knowledge and proficiency in STD and FMLA, with the ability to quickly develop knowledge of 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 actions based on key business indicators and trends.
• Demonstrated influencing, collaboration, and client relationship management experience.

Responsibilities

• Demonstrate digital functionality to clients and encourage clients and their employees to adopt self-service capabilities for standard case-level needs.
• Handle complex claim and leave status inquiries and questions from clients or field teams by developing action plans and executing them promptly.
• Ensure issues are escalated and coordinate with appropriate internal stakeholders.
• Proactively identify trends and report issues affecting claims and leaves.
• Build relationships with operations leaders, inform them of 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 insights on how digital capabilities work for each client and support continuous improvement.
• Educate clients on Total Leave products, leave workflows, and regulations as a subject matter expert.
• 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 benefits
• Short- and long-term disability benefits
• Performance-based incentive plans
• Paid time off, including paid volunteer time
• 401(k) retirement plan with employer 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
• Flexible work environments
• Competitive benefits and rewards package

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed