Job Posting End Date: December 22When 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:This position requires strong, proven leadership skills to include critical thinking, decision-making, strong communication, and followership capabilities to be able to significantly influence the assigned team’s service operation. The incumbent must possess strong professional servicing skills along with in-depth knowledge of Unum and/or Colonial products, service offerings and capabilities. This role requires the incumbent to demonstrate a curiosity about the business and approach work from a customer (outside-in) perspective that may include thinking outside the box to find creative solutions to complicated or sensitive service matters to satisfy the business and customer needs. This position requires strong technical and analytical expertise to enhance the customer experience by driving process improvements, providing mentoring, developing and leading training plans, and facilitating projects and quality assurance. This role supports the operating effectiveness and efficiency of the team.Principal Duties and ResponsibilitiesPrimary Areas of Focus:
Responsible for delivery of role-based training for new and seasoned employees that includes all processes, systems, and procedures necessary to ensure successful performance of the duties and responsibilities of their job
Coordinate and facilitate technical and process training for partner areas that perform like processes/tasks, and resource fluidity support and perform audits to measure effectiveness
Evaluate QA Program results/trends to determine root cause and looks for opportunities to provide direct feedback, coach the team and initiate process improvements, system enhancements or gap training – and evaluate and advocate appeals as needed
Partner with P&P to drive SOP updates to remain current with business processes
Act as Privacy Business Liaison regarding researching, documenting, and taking corrective actions for RADAR privacy incidents reported
Manage complex customer complaints and escalations with a sense of urgency, empathy, and service balancing business and customer needs – partnering with Legal if needed
Assists team with processing work in times of high volume to ensure team goals and timelines are met – managing the distribution of work and guiding the team regarding expected results and deadlines
Effectively influences peers, partners, and leaders through understanding of up/down stream impacts to problem resolution through focus on the customer experience
Attends, participates in and/or leads meetings or projects as a SME representing the team or job function taking independent actions to make decisions on behalf of the team
Builds strong partnering relationships with cross-functional business partners to best collaborate in finding ways to improve the customer experience
Partners with and has knowledge of processes and technical functions of multiple areas to troubleshoot and make the right decisions for the customer
Works directly with external partners or policy owners and requires a strong business acumen of other teams to be able to provide the best customer experience
Develop and implement Operational Readiness plans for new products, system releases and system updates that may include testing
Has a strong sense of urgency to deliver results, recognizing team and organizational priorities
Establish plans and processes to drive team or organizational initiatives
Present clear/concise communications and presentations to peers and leaders
Relied on to provide coverage for managers when asked
May have a small number of direct reports as organizational needs arise
Other duties as assigned
Job Specifications
Bachelor’s degree preferred or relevant equivalent experience required
3-5 years of experience in a customer support related role
Proven ability to instruct and mentor others
Demonstrates understanding of current business challenges and provides creative and innovative solutions
Demonstrated leadership skills through positive behavior by contributing to the building of a productive environment, being a role model/leader for the team; leading by example through any changes that may be occurring
Deep, extensive technical knowledge of various service functions and processes of group and/or voluntary products and systems
Deep and broad expertise of the end-to-end customer experience desired
Possesses strong personal credibility and can partner and collaborate effectively
Possesses the experience and expertise to conduct presentations to peers and to management
Strong/exceptional communication abilities, both written and verbal.
Exhibits leadership skills that support organizational changes and ability to motivate employees to help in achieving results.
Demonstrated ability to identify trends and opportunities via data analytics and use data to drive recommendations and decisions
Strong track record in managing concurrent multiple projects, tasks, and priorities in a fast paced, changing, demanding environment with quality results
Prior experience in working in a LEAN environment is desired
Existing remote employees are eligible to apply
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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.$63,500.00-$120,000.00Additionally, 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:UnumUnum 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.
