Client Specialist, Stop Loss

Job Posting End Date: 03/10

Unum is a company of people serving people. As one of the world's leading employee benefits providers and a Fortune 500 company, Unum's financial protection benefits help protect more than 36 million working people and their families from the financial impact of illness or injury. Unum's three distinct, but similarly focused US businesses – Unum US, Colonial Life, and Starmount Life – are each a market leader in making disability, life, accident, critical illness, dental, and vision insurance accessible in the workplace.

Headquartered in Chattanooga, Tennessee, Unum has significant US operations in Portland, Maine, Worcester, Massachusetts, and Glendale, California with over 35 field offices nationwide. Colonial Life is headquartered in Columbia, South Carolina with over 40 field offices nationwide. Starmount Life is based in Baton Rouge, Louisiana, and is the dental and vision center of excellence for Unum in the US.

General Summary:

Unum is currently looking for a Client Specialist who will be supporting the Stop Loss sales process and driving customer satisfaction through a combination of interpersonal and technical skills. The customer will include field partners, plan administrators, brokers, and internal functional partners. While partnering may be required to achieve outcomes, the incumbent retains ownership of key customer deliverable's as well as the coordination of communication flow between all relevant parties.

In support of the Stop Loss Sales team, underwriting, Market Distribution Partners, and clients, the Specialist may complete the initial receipt, screening, communication, and system set up for new cases. The Specialist will understand requested plan designs, make appropriate decisions about the application of risk rules or escalation needs, and generate manual rates. This individual is accountable for ensuring accuracy of the system set up, calculated rates, risk process adherence, timeliness of delivery, and leveraging critical thinking to appropriately apply risk rules in the quoting process.

The Specialist will provide highly responsive service to plan administrators/ brokers and field partners throughout the Stop Loss sales process, working in close partnership with internal business partners to achieve common goals/objectives that enhance broker relationships, influence persistency and new business opportunities. Service could include information gathering, status request management, broker licensing and appointment confirmation and process tracking and reporting. Service will range relative to any inquiry type and will involve escalation to other fulfillment operational service areas based on Specialist’s judgment. This role effectively collaborates across all areas to ensure a positive customer experience.

Principal Duties and Responsibilities

• Supports and achieves high market distribution partner satisfaction throughout Stop Loss sales processes
• Manages the quote process from evaluating the broker and sales rep request, executing technical aspects of the rating process, identifying and following up on missing information, and delivering prepared opportunity to underwriting
•  Interacts with customers researching service issues to find resolution and complete transactions.
• Partners with other areas to achieve outcomes.
• Coordinates flow of information back to customer in an organized and timely way
• Evaluates and resolves service issues relying on exceptional communication skills, strong product and risk knowledge, process expertise, etc. 
• Uses persuasion and negotiation skills to manage within the scope of issue resolution. 
• Meets individual goals while assisting team to meet team goals.
• Establishes strong partnerships with field sales & client management; contact center, enrollment, underwriting, benefits and other customer service or administration roles.
• Have an appropriate sense of urgency in responding to field partner, broker and customer inquiries to ensure that responsiveness and service standards are being met.
• Leverage strong internal partnerships to find service resolutions and make it easy for our customers to do business with Unum.
• Embrace and lead change to improve workflow, enhance customer service and reduce operating costs.
• Recognize trends and root causes: create solutions to prevent future occurrences.                               

Job Specifications

• Bachelors degree or 3-5 years of experience in customer service role or equivalent relevant experience/education.
• Strong communication skills including written, verbal, presentation & listening skills.
• Operates with urgency in a real time service environment
• Strong negotiation and persuasion skills
• Solution oriented individual demonstrating good investigative and problem-solving skills
• Demonstrates flexibility and adaptability to change. 
• Able to prioritize and manage multiple, concurrent and rapidly changing demands
• Strong partnership and team skills 
• Results oriented, consistently achieving and exceeding individual and team goals.
• Meets the standards for this position, as defined in the Talent Management framework
• May perform other duties as assigned
• May require occasional travel

Unum and its family of businesses offer world-class training and development, generous compensation and benefits packages, and a culture built on employee ideas.

Unum 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.

Company:

Unum