Client Consultant

Job Posting End Date: August 13

About the role

In this role, you could be aligned with one of our teams supporting one of our many benefit technology/HCM partners (ADP, Workday, UKG, Employee Navigator). This posting is intended to fill Client Consultant positions within the Small Business, Mid-Market, HRC, and Broker Connect segments. Final team alignment will be determined by the hiring panel based on business needs, candidate experience, and overall fit.

This role is the primary service point for client and broker matters related to all policy-level administration needs. You will have ownership and accountability for the ongoing delivery of highly responsive and accurate customer service for Unum’s integrated products and may service clients from different-sized market segments. This consultative role facilitates client education across all product lines to ensure understanding of solutions applicable to clients’ needs. These complex activities require in-depth knowledge of technical integrations with various technology partners and platforms.

Additionally, this role partners with other departments to ensure the accuracy of invoices, corresponds with clients to follow up on outstanding payments, and resolves service and billing issues. You will drive resolution for complicated and sensitive service matters with the goal of turning challenges into opportunities for deeper customer loyalty, retention, and future growth. The role owns the relationship with clients and brokers for all policy administration needs, collaborating with field operations to drive customer persistency and satisfaction while mitigating risk.

Responsibilities

• Analyze, communicate, and consult on various billing and service-related issues to solve for root cause and eliminate additional downstream billing and service impacts.
• Educate customers, brokers, and field partners on products, processes, technology, and offerings, consulting on their unique benefit plan design and/or digital ecosystem.
• Work with brokers to resolve field issues related to clients.
• Serve as a specialist on complex service and billing issues related to policy administration and enrollment and work with service partners as needed to resolve issues.
• Lead collaboration with business partners to provide subject matter expertise on Unum’s technology capabilities and associated systems in support of administration, benefits, and other key internal business processes.
• Troubleshoot client file feeds or digital solutions as necessary to resolve issues.
• Complete comprehensive audits including, but not limited to, enrollment activity, premium remittance and allocation, salary adjustments, and policy changes with little supervision or guidance.
• Manage competing accountabilities and prioritize client requests through the timely delivery of accurate responses and solutions.
• Educate clients on specific digital adoption strategies and influence them to utilize self-service capabilities.
• Own the prompt and efficient resolution of escalated client issues through effective coordination involving the necessary business partners.
• Engage in lean management and agile practices to enhance technology and processes with the goal of achieving higher Employer CSAT.
• Operate with a continuous improvement mindset and seek ways to enhance the client experience and operational efficiencies.
• Maintain high-quality standards and accuracy in all interactions and outputs.
• May coach others as needed.
• Perform other duties as assigned.

Requirements

• College degree preferred, or equivalent experience required.
• 3-5 years of experience in Customer Services, Employee Benefits, or HR administration preferred.
• Ability to provide strong service with a track record of driving customer resolution.
• Ability to utilize and leverage technology and systems.
• Ability to research and analyze problems and develop and implement creative, customer-focused solutions.
• Introductory knowledge of the insurance business, the company's operating structure, product offerings, external drivers, and corresponding workflow processes preferred.
• Effective relationship-building and consultative skills.
• Demonstrates leadership capabilities as defined in Unum’s Leadership and Our Value characteristics.
• Strong written & verbal communication, negotiation, and persuasion skills.
• Excellent collaboration skills: demonstrated ability to partner with cross-functional business areas.
• Operates with a tactical lens to achieve results with diverse priorities.
• Knowledge of continuous improvement methodologies.
• Ability to navigate in a fast-paced, complex environment.
• Solid organizational, planning, and time management skills – able to support multiple priorities.
• Versatility/adaptability with the ability to embrace change.
• Strong Excel skills preferred.
• Solid mathematical aptitude, analytical skills, and attention to detail.

Benefits

• Award-winning culture with inclusion and diversity as a priority.
• Performance-Based Incentive Plans.
• Competitive benefits package including:
  • 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 benefits listed above are subject to the terms of their individual Plans.

Pay

The base salary range for this position is $45,600.00 - $86,200.00. Actual pay will be based on skill, geographical location, and experience. Additionally, Unum offers a portfolio of benefits and rewards that are competitive and comprehensive, including healthcare benefits, insurance benefits, 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.

Remote employees eligible to apply. 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.