Onboarding Experience Consultant – Launch Unum Core

Role Overview

• Accountable for successfully onboarding the customer by providing consultation of the right products and solutions as well as ensuring accurate deliverables to prevent downstream impacts to claims or servicing
• Collaborates with multiple internal partners and stakeholders from billing through claims.
• Maintains ownership of complex timelines for enrollment readiness.
• Supports critical junctures in the process and provides ongoing consultation throughout onboarding
• Ensures accurate systems coding (e.g., for creation of contract, first bill, booklet text, and commission schedules, etc.)
• Effectively and proactively consults with customers utilizing broad knowledge of Unum’s products and solutions to drive successful onboarding and technology to meet customer needs
• Identify potential issues, concerns, and problems utilizing problem solving skills to seek root cause and identify solutions that provide an improved client experience
• Recognize change requests that will impact overall risk and/or rates and notify field partners of the implications of an exception/change and then collaborates on potential solutions and alternatives
• Ensures set up of data connection solutions to support ongoing administrative and eligibility.
• Responsible for resolution and troubleshooting of technology and service issues that occur throughout onboarding and enrollment experience
• Contributes to the development of new tools and process mapping that supports new offerings and updates/improves current tools, actively seeks opportunities to implement changes which improve accuracy, timeliness, productivity, and customer satisfaction
• Demonstrates strong leadership behaviors as defined in Unum’s Leadership and Our Value characteristics.
• Provide mentoring and subject matter support to teammates for core and small business markets

Requirements

• Bachelor’s degree preferred or equivalent, relevant business experiences
• 4+ years of experience in Customer Services, Employee Benefits, HR administration, or related IT Development
• Demonstrated proficiency in the core elements of the Onboarding Experience Specialist role for career path progression
• Ability to plan, negotiate, organize, and influence internal and external resources
• Proven Leadership and consultation skills.
• Proven project management skills
• Knowledge of functional systems within Unum and corresponding business applications
• Experience in successfully managing concurrent projects and managing multiple resources
• Demonstrates initiative – proactive, assumes responsibility and is self-motivated
• Ability to embrace and lead change to improve process, efficiency, and service
• Supports a culture that is externally focused
• Ability to analyze problems and develop and execute creative, customer-focused solutions
• Ability to be flexible with work schedule to ensure overall business needs are met

Benefits

• 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