Bilingual Customer Benefit Advisor I

When you join the team at Unum, you become part of an organization committed to helping you thrive.

Here, we work to provide the employee benefits and service solutions that enable employees at our client companies to thrive throughout life’s moments. And this starts with ensuring that every one of our team members enjoys opportunities to succeed both professionally and personally. To enable this, we provide: 

• Award-winning culture 

• Inclusion and diversity as a priority 

• Performance Based Incentive Plans

• Competitive benefits package that includes: 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 

*All the benefits listed above are subject to the terms of their individual Plans.

And that’s just the beginning…

With 10,000 employees helping more than 39 million people worldwide, every role at Unum is meaningful and impacts the lives of our customers. Whether you’re directly supporting a growing family, or developing online tools to help navigate a difficult loss, customers are counting on the combined talents of our entire team. Help us help others, and join Team Unum today! 

General Summary:Minimum starting hourly rate is $22.00
The Customer Benefit Advisor (CBA) I is the entry level in a two-level career path. A CBA I is the critical first point of contact for our customers.
The incumbent is responsible for demonstrating proficiency servicing customer interactions for up to four lines of business serviced by Unum/Colonial life. This position will provide critical and accurate information on benefits, claims, and or policy administration with minimal operational oversight. Incumbents in this role will be tasked with compiling information for multiple product types, from multiple systems, and providing responses to customers that are thorough, clear, and concise. All work is carefully performed according to established protocols/procedures.
The incumbent in this role must demonstrate a willingness to provide strong customer service – providing accurate information to customers, expressing appropriate empathy, and resolving customer issues where appropriate. This position requires the use of multiple system applications and administrative processes. While service is focused on our external customers, this position is responsible for creating detailed/appropriate documentation for our internal cross-functional business partners.
In addition to providing excellent customer service in accordance with established standards, the incumbent in this role will also demonstrate contributions aligned with Contact Center key performance indicators. A successful CBA I will demonstrate individual metrics (i.e. accuracy, post-call surveys, average handle time, after call work, etc.) that are in line with pre-set expectations and drive results for the Customer Contact Center.

Principal Duties and Responsibilities

• Be the customers’ go-to person by being there, on time, ready to help them via multiple avenues of communication with timely and accurate information regarding policy and coverage-related questions.
• Meet or exceed company goals and metrics to guarantee the best experience for customers.
• Be open and motivated by feedback and guidance to be at your best for customers.
• Protect customers’ privacy and reassure them with empathy and professionalism.
• Be available to work a regularly assigned shift between the hours of 8:00 am and 8:00 pm Eastern time.
• Reliable attendance in accordance with contact center attendance guidelines.
• Complete all required training without missing any content. 
• Ability to obtain information from multiple systems and relay to customers in a seamless manner.
• Follow all documented processes/workflow to enhance customer service and reduce customer effort/operating efficiency.
• Utilize resources and tools to accurately respond to customer inquiries.
• Meet the expectations of the quality/productivity standards.
• Demonstrate a passion for the values outlined in the We are Unum value statements.
• May serve as a certified mentor, as needed
• May perform other duties as assigned.

Job Specifications

• 1 year call center experience or 1 year customer service experience in a preferred industry (banking, financial services, insurance, retail, or similar industries) required.
•  College degree or equivalent work experience preferred.
• Successful completion of Contact Center cross-training program, including demonstrating on phone proficiency and passing required knowledge checks.
• Prior successful job progression and promotions with increased responsibilities. 
• Strong verbal/written communication and interpersonal skills, both in English and Spanish.
• Answering customer queries in Spanish, translating documents and acting as an interpreter.
• A passion for helping customers and exceeding their expectations with high integrity.
• Excellent verbal and written communication skills with the ability to flex your communication style to best meet the needs of customers.
• Enthusiasm for working in a fast-paced, structured environment, answering numerous inquiries for customers at their greatest time of need.
• Strong computer and multi-tasking skills as well as the ability to confidently work in multiple systems with dual monitors.
• Familiarity with Microsoft applications such as Outlook, Word, and Excel.
• Intellectual curiosity and a desire to continually learn and grow.
• An excellent work ethic and ability to adapt and work successfully in a continually changing environment. 
• Dependability – being there when needed by teammates and customers.
• If working from home, access to a desk, chair, and a dedicated workspace, free from distractions. Strong and reliable internet speed, with speeds of 25 MB download, 5 MB upload. (DSL is not an option for this position.)
• Comfortable with video communications via MS Teams throughout the day to communicate with teammates and leadership face to (virtual) face.

~IN3

#LI-LM2022

Unum and Colonial Life are part of Unum Group, a Fortune 500 company and leading provider of employee benefits to companies worldwide. Headquartered in Chattanooga, TN, with international offices in Ireland, Poland and the UK, Unum also has significant operations in Portland, ME, and Baton Rouge, LA - plus over 35 US field offices. Colonial Life is headquartered in Columbia, SC, with over 40 field offices nationwide.

The base salary range for applicants for this position is listed below. Unless actual salary is indicated above in the job description, actual pay will be based on skill, geographical location and experience.

$36,000.00-$62,400.00

Additionally, Unum offers a portfolio of benefits and rewards that are competitive and comprehensive including healthcare benefits (health, vision, dental), insurance benefits (short & long-term disability), performance-based incentive plans, paid time off, and a 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. All benefits are subject to the terms and conditions of individual Plans.

Company:

Unum