Client Consultant

Client Consultant

In this role, you could be aligned with one of our teams supporting one of our many benefit Ben Tech/HCM partner (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. This role has 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. In addition, 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. This role will drive resolution for complicated and sensitive service matters with the goal of turning around challenges and converting them 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 the field operations to drive customer persistency, and satisfaction while mitigating risk.

Principal Duties and 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
• Proficient in completing comprehensive audits including, but not limited to, enrollment activity, premium remittance and allocation, salary adjustments and policy changes with little supervision or guidance.
• Ability to manage competing accountabilities and prioritize client requests through the timely delivery of accurate responses and solutions.
• Educate client 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.
• Occasionally engage in lean management and agile practices to enhance technology and process with the goal of achieving higher Employer CSAT.
• Operates with a continuous improvement mindset and ways to enhance the client experience and operational efficiencies.
• May coach others as need arises.
• Maintain high quality standards and accuracy on all interactions and outputs.
• May perform other duties as assigned.

Job Specifications:

• 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 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 ability to embrace change.
• Strong Excel skills preferred
• Solid mathematical aptitude, analytical skills, and attention to detail