Client Consultant

Role Overview

• Serves as the primary point of contact for clients and brokers, overseeing all service-related matters for assigned accounts.
• Key responsibilities include cash processing, policy administration, and managing past due accounts.
• Ensures accurate and timely billing, resolves escalated issues, and maintains strong working relationships with both brokers and clients.
• Develops and implements service strategies tailored to the billing and policy administration needs of IDI customers and distribution partners.
• Identifies service trends, recommends recovery actions for at risk customers, and ensures a superior end to end billing experience through proactive client education and collaboration with internal and external stakeholders.
• Protects the integrity of financial information by maintaining timely billing, mitigating past due premium exposure, and ensuring precision in premium processing—supporting both top and bottom line growth.
• Handles sensitive service matters with the goal of turning challenges into opportunities for increased customer loyalty, retention, and long term growth.
• Owns the client and broker relationship across all policy administration needs and partners closely with the field to drive persistency, satisfaction, and risk mitigation.
• Reconciles and applies suspense premium for IDI accounts using logical accounting practices.
• Actively monitors outstanding past due accounts and facilitates premium collection or termination of delinquent accounts.
• Communicates on various billing and service-related issues to understand customer needs to solve for root cause while eliminating additional downstream billing and service impacts.
• Works with brokers to resolve field issues related to clients.
• Serves as a key resource on service and billing issues related to policy administration and enrollment.
• Partners with other business areas and customers to identify and resolve problems while building strong relationships through consistent communication.
• Collaborates 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.
• Manages competing accountabilities and prioritizes client requests through the timely delivery of accurate responses and solutions.
• Delivers adoption initiatives and influences the utilization of self-service capabilities.
• Operates with a continuous improvement mindset and ways to enhance the client experience and operational efficiencies.
• Maintains high quality standards and accuracy on all interactions and outputs.

Requirements

• College degree preferred, or equivalent experience required.
• 3+ 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.
• Technical aptitude – 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.
• Strong written & verbal communication, cross-functional collaboration, negotiation, and persuasion skills.
• 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.

Benefits

• 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