Customer Experience Consultant jobs in South Portland, ME

Job Posting End Date: April 29

When 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 is an entry level of a two-level career path. Work is performed across all customer size segments according to multiple documented service operating procedures for some tasks but includes a level of critical thinking and autonomy as well due to the customer facing and/or research requirements. This position requires solid knowledge of Unum and/or Colonial products or services and processes as well as the ability to process a variety of transactions to support customer requests, updating coverage and administrative policy information. Incumbents in-depth understanding is critical to processing data and in result, ensures the accuracy of policy information and/or invoices that have a direct impact to customers.
By demonstrating timely and accurate customer service, this position is an important and key contributor to building customer loyalty which helps to drive positive persistency and financial integrity while providing an excellent client experience.

Principal Duties and Responsibilities

• Process/research inquiries, changes, enrollments, and/or evidence of insurability in compliance with contractual provisions, risk, and administration utilizing multiple systems and tools in a timely, complete, and accurate manner
• Reviews requests, contracts, or letters to ensure compliance with contractual provisions, risk, and administration
• Review applications to ensure Underwriting requirements are met and/or communicate denial to policy owner
• Processes requests that have a financial impact to the company and the customer which requires accuracy in calculating appropriate monies to/from the customer – may include processing loans, surrenders, reinstatements, deferred comp, and withdrawals, issuing checks or processing ACH bank forms to allow for personal bank account withdrawals for individually billed policies
• Applies negotiation and influencing skills to best satisfy policy owner needs by considering and presenting options direct to the client (or educates Client Specialist on opportunities to improve customer experience) to keep a policy in-force while promoting retention
• Builds and nurtures effective working partnerships and interactions with peers and internal cross functional partners as well as external partners such as agents, plan administrators or policy owners to satisfy service standards and customer needs
• Handles customer escalations that cannot be resolved within the call center or service hub, responding with empathy and urgency driving positive customer satisfaction results while delivering complex provision and policy guidelines or explaining annual reports or illustrations direct to the customer
• Utilizes technical skills to ensure accuracy, identify defects and issues in member API processes
• Prepares /format and process electronic enrollments and evidence of insurability to ensure coding to administrative system
• Utilize critical thinking skills to independently research and trouble shoot problems to identify issues and determine actions that need to take place for resolution
• Provide superior customer service and demonstrate ownership and expertise ensuring total client satisfaction
• Meet or exceed individual/team productivity and quality goals
• Acts with a continuous improvement mindset and seeks opportunities to recommend and implement changes which improve process efficiencies and customer satisfaction
• Participates in problem-solving activities, identifying issues early and working with appropriate resources to resolve concerns
• Engages in change and supports corporate initiatives
• Positively impacts work and team environment by engaging in team huddles
• Demonstrates alignment of shared objectives within Client Success and other partners
• Provide support to peer group and other teams during high volume and peak seasons
• Provide support to Service Advisor/Manager in resolving system/processing issues
• May perform other duties as assigned

Job Specifications

• 2- or 4-year college degree preferred or related industry experience
• Experienced in customer interactions with an ability to effectively communicate and meet/exceed customer needs
• Solid verbal and written communication skills
• Ability to develop strong working partnerships to achieve shared goals
• Ability to prioritize, organize, complete multiple tasks, and accurately handle a high volume of work in a fast-paced environment
• Ability to operate with a high sense of urgency, meeting deadlines and productivity targets
• Highly motivated and proactive with the ability to work well independently and within a team
• Solution oriented individual demonstrating good investigative, research and problem-solving skills.
• Strong attention to detail with a keen focus on quality and accuracy
• Strong work ethic with sensitivity to handling personally identifiable information (PII)
• Solid critical thinking skills with an ability to effectively analyze and solve problems
• Solid working knowledge of Unum and/or Colonial products, and contractual provisions
• Solid keying skills and technologically proficient on PC applications
• Solid mathematical aptitude and analytical skills
• Ability to seek out developmental opportunities and continuously improve skills
• Consistently demonstrate a high level of professionalism that positively influences and builds a productive environment
• Willingness to adapt to a rapidly changing environment with an open mind and a high degree of engagement to ensure the success of the organization

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.

$40,000.00-$72,000.00

Additionally, 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:

Unum