Customer Benefit Advisor I (On-Site)- Columbia

General Summary

The Customer Benefit Advisor (CBA) I is the entry level in a three-level career path. This role is based at our Columbia corporate office and is responsible for providing exceptional customer service for business serviced by Unum/Colonial Life. Key responsibilities include responding to policy and coverage-related questions, meeting company goals and metrics, and demonstrating proficiency in individual metrics.

Principal Duties And Responsibilities

• Be the customers' first line of sight by being available to assist 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 (both internal and external) 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 Monday-Friday.
• Reliable attendance in accordance with contact center attendance guidelines.
• Successfully complete all required training and associated support periods.
• 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.
• Demonstrate a passion for the values outlined in Our Values statements.
• May perform other duties as assigned.

Job Specifications

• 1 year customer service experience preferred, with a strong preference that the experience be in the insurance/healthcare/medical/financial field or equivalent area.
• A high school diploma or GED required.
• Successful completion of Contact Center training program, including demonstrating phone proficiency and passing required knowledge checks.
• 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.
• An 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 available when needed by teammates and customers.
• Comfortable with video communications via MS Teams throughout the day to communicate with teammates and leadership face to face.
• Must meet attendance requirements and in-office expectations when applicable.