Client Service Associate
Job Posting End Date: 02/09
Unum is a company of people serving people. As one of the world's leading employee benefits providers and a Fortune 500 company, Unum's financial protection benefits help protect more than 33 million working people and their families from the financial impact of illness or injury. Unum's three distinct, but similarly focused US businesses – Unum US, Colonial Life, and Starmount Life – are each a market leader in making disability, life, accident, critical illness, dental, and vision insurance accessible in the workplace.
Headquartered in Chattanooga, Tennessee, Unum has significant US operations in Portland, Maine, Worcester, Massachusetts, and Glendale, California with over 35 field offices nationwide. Colonial Life is headquartered in Columbia, South Carolina with over 40 field offices nationwide. Starmount Life is based in Baton Rouge, Louisiana, and is the dental and vision center of excellence for Unum in the US.
This Administration Management Services (AMS) service center position is responsible for specialty fulfillment services and contact center support for large and/or complex group plans. AMS services supplement Unum’s standard services for group life and disability plans and includes providing materials and contact center support for enrollments, beneficiary designation, coverage continuation through portability & conversion, claim initiation, and evidence of insurability.
The incumbent is the primary client and Unum field office contact for an assigned block of cases, and is responsible for processing client request as well as appropriate documentation & communication. The Client Service Associate must demonstrate a strong knowledge of products and processes for multiple lines of business using multiple systems. Individuals performing in this role will be expected to provide proactive customer service and will be accountable for ensuring high quality administration from the client’s view.
Principal Duties and Responsibilities
Function as primary point of contact for plan sponsors, plan administrators, brokers, TPAs and Unum field office on assigned case block
Respond to incoming inquiries and service requests from group plan participants on all AMS cases on a “next available operator” basis
Work effectively and collaboratively with Unum partners to manage questions and issues which come directly from clients but involve referrals to appropriate business unit
Function as advocate and expert on assigned case block within AMS team
Proactively identify issues or trends and address as appropriate – be inquisitive
Evaluate and control situations, when needed and escalate when appropriate
Research, offer creative solutions and make independent business decisions, as appropriate
Process enrollments/changes, beneficiary designations, medical underwriting applications, portability and conversion application requests and claim initiation requests from group plan participants in accordance with contractual provisions and plan documentation
Communicate with clients in a way that inspires confidence & trust in Unum, both verbally and via email
Reflect a sense of client intimacy – know who the client is, what products client has with Unum, what recent interaction history shows, etc.
Attain productivity measurement goals without compromising accuracy or service.
Work both independently as part of a team to meet client service standards
Consistently demonstrate a high level of professionalism through a strong work ethic that positively influences the work habits of the team.
Bachelors degree preferred or equivalent, relevant experience
Significant client service experience with a focus on client retention – contact center experience ideal
Strong communication skills, including: verbal and written skills, negotiation/persuasion skills, interpersonal/relationship building skills, listening skills
Strong analytical, critical thinking, impact analysis and problem solving skills
Ability to adapt and work effectively in a continuously changing environment requiring multi-tasking and reprioritizing appropriately when competing demands/large volumes develop
Ability to work a shift between 8:00am – 6:00pm Monday thru Friday.
Ability to contribute to team accountabilities in order to meet service level and abandoned rate goals
Attention to detail and strong organizational skills
Strong client service focus balanced with production orientation. Be willing to actively mentor peers and partners
Exceptional partnering skills which contribute to building relationships with clients, internal partners, and other service team members
Bi-lingual abilities are a plus
Unum and its family of businesses offer world-class training and development, generous compensation and benefits packages, and a culture built on employee ideas.Unum is an equal opportunity employer, considering all qualified applicants and employees for hiring, placement, and advancement, without regard to a person's race, color, religion, national origin, age, genetic information, military status, gender, sexual orientation, gender identity or expression, disability, or protected veteran status.
Greater Portland/Casco Bay
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