Client Experience Rep I

About the role

This advanced front-line service professional role is accountable for in force service execution, customer relationship management, and service. This is the first point of contact for all in force service-related inquiries that will directly influence/drive future business while representing a key component in the successful implementation of the growth strategy.

Responsibilities

• Engage in education to continually retain deep/broad knowledge of voluntary benefits and group administration to respond to any type of inquiry leveraging a multitude of systems/workflows.
• Able to attain and retain specific subject matter expertise as may be requested for designated service support.
• Meet individual goals with a continuous focus on team results.
• Provide mentor/coaching/training support to team members and other partner areas.
• Make discretionary/exception decisions based on record, case, and circumstance.
• Be a strong advocate for the adoption of digital tools (MyUnum, Colonial Life for Clients Portal, etc.) for clients, agents and brokers through education and sharing the value to improve adoption, utilization, and overall customer satisfaction.
• Develop, strengthen, and build deep relationships with plan administrators, brokers, home, and field office partners while exemplifying a high degree of professionalism.
• Serve as a dedicated resource to provide service support for select broker, agent and/or plan administrator partners, as primary priority within role, as needed.
• Offer/promote capabilities by aligning customer needs with the target offering; provide clear, concise communications involving persuasion, negotiation and/or education always driving toward customer self-sufficiency.
• Comfort with outbound educational call outreach.
• Anticipate and represent the needs/expectations of plan administrators/brokers.
• Have the foresight to utilize knowledge/skills to adjust service as expectations evolve in the service model and/or custom-base modifications and digital assets.
• Achieve high customer satisfaction of ongoing administration processes.
• Research, evaluate and respond to service issues.
• Reliance on advanced problem-solving skills, exceptional communication skills, strong product/risk knowledge and process expertise.
• Partner with field through escalation of growth and/or at-risk indicators.
• Reflect a sense of customer intimacy – know who the customer is, what products they have with us and what their recent interaction history includes. Utilize this customer knowledge to proactively educate and influence clients, agents, and brokers on digital assets.
• Establish strong partnerships with relevant partner areas (e.g., Integrated Client Services, Benefits, Colonial Life Billing and other customer service or administration roles).
• Help identify and support change initiatives to improve workflow, enhance customer service and reduce operating costs.
• Recognize trends and root causes; create solutions to prevent future occurrences.
• Act as an advocate for the field offices by surfacing trends/sales barriers/service model breakdowns to appropriate partners.
• May perform other duties as assigned including special projects/initiatives.

Qualifications

• Bachelor’s degree preferred or equivalent.
• Experienced customer service professional with 3+ years required.
• Solid understanding of the marketplace - value of brokers, agents, and clients and challenges of plan administrators.
• Demonstrated critical thinking practices and strategic/forward thinker.
• Strong ability to examine and make decisions (often unique and individualized) with a great deal of discretion and draw own conclusions.
• Operate with urgency in a real-time service and multifaceted environment.
• Strong interpersonal and negotiation skills and acts with a sense of urgency in responding to internal and external customers.
• Strong communication skills including written/verbal.
• Provides leadership to the other team members.
• Demonstrates strong analytical, critical thinking, and problem-solving skills.
• Interacts effectively at all levels of the organization on both a strategic and tactical level.
• Prominent ability to work under pressure, managing a complex and fast paced workload while simultaneously changing direction based on modification of business priorities.
• Embraces and leads change to improve process, efficiency, and service.
• Demonstrates consistency in accuracy, speed, and quality of work.
• Supports extended hours of coverage, including working evening shifts as needed.

Skills

• Exceptional communication skills.
• Advanced problem-solving skills.
• Strong product/risk knowledge and process expertise.
• Ability to adapt to changing service models and digital assets.
• Customer relationship management skills.
• Outbound call outreach skills.
• Ability to make decisions with discretion.
• Ability to recognize trends and root causes.
• Ability to lead change initiatives.

Benefits

• Healthcare benefits (health, vision, dental).
• Insurance benefits (short & long-term disability).
• Performance-based incentive plans.
• Paid time off.
• 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.

Pay

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-$75,600.00

Schedule

May perform other duties as assigned including special projects/initiatives.