Customer Change Specialist II (NBOC)

Job Posting End Date: September 04

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:

Work is performed under general supervision according to established guidelines. Incumbents will be responsible for contract generation activities associated with plan changes - including driving plan change activities to ensure the case is delivered within customer specifications and company service levels.

This position serves as a technical and process resource relative to the administration of group products, services, and workflows.

Principal Duties and Responsibilities

• Responsible for making accurate coverage, administrative and billing changes from initial request to contract/billing delivery, within multiple legacy systems
• Analyze requests for changes to ensure understanding of change requested, steps to achieve, and downstream impacts of intended change. Research and respond with timely, complete, and accurate information
• Ability to work and collaborate effectively with external customers, field and home office partners (i.e., Field Service, Underwriting, Product Compliance, Legal, Tax Unit, Data Connections, etc.) to ensure financial integrity and quality customer service by timely and accurate plan changes to inforce business
• Proactively seeks and proposes recommendations and solutions with confidence
• Effectively problem-solve with IT and/or downstream business partners on escalated issues involving technology and process breakdowns
• Identify business trends and refer as appropriate to applicable home office partners for further action
• Contribute to problem solving opportunities which improve workflow, accuracy, reduce operating costs, timeliness, productivity, and customer satisfaction. Partner to ensure policies and procedures are created/documented appropriately
• Contribute to team and individual accountabilities to meet service and quality expectations
• Required to ensure contract and booklet compliance with state and federal legislation, as well as established risk and administrative rules
• May perform other duties as assigned

Job Specifications

• Bachelor's degree preferred or equivalent, relevant business experience required.
• 2+ years strong performance in a customer service-related role, an experienced professional with a track record for building customer loyalty
• Proven ability to make sound business decisions, which balance customer satisfaction and financial integrity.
• Strong technical aptitude and knowledge of various service functions (i.e., contract, billing, underwriting, etc.) of group products and systems.
• In-depth knowledge of Unum Group products, services, and contractual provisions, as well as the ability to process a variety of Group products and types of business, from standard to complex.
• Strong ability to make sound business decisions, which balance customer satisfaction and financial integrity.
• Strong oral and written communication skills as well as interpersonal skills.
• Strong internal and external customer service orientation with the ability to describe things from a customer perspective.

• Strong organizational, and time management skills required. Ability to work with a sense of urgency, multi-task, prioritize appropriately when competing demands and high volumes develop.

• Demonstrated ability to deliver results, achieve goals - self-directed and driven by speed of resolution and results.
• Flexible, strong mentoring and training skills

• Strong partnering skills which contribute to building relationships with partners and other service team members. Displays team-oriented skills.
• Strong analytical, creative problem solving and information seeking skills with ability to respond tactically in a dynamic environment.
• Strong mathematical aptitude, analytical skills and attention to detail.
• Actively seeks out developmental opportunities and continuously improve skills of self and others.
• Demonstrates high level of professionalism.

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.

$40,000.00-$72,000.00

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