Work From Home Customer service agents
About
A leading provider of financial protection benefits in the United States, United Kingdom, Ireland, and Poland. Unum helps millions of people gain affordable access to disability, life, accident, critical illness, dental and vision benefits through the workplace — benefits that help them protect their families, their finances, and their futures.
Geographic Reach
Unum runs four primary operating centers in the U.S. (Chattanooga, Tennessee; Portland, Maine; Columbia, South Carolina, and Baton Rouge, Louisiana) as well as dozens of sales offices scattered across the U.S. market. It also has operations in the U.K., Ireland, and Poland. Read employee reviews here
Employees are expected to work eight-hour shifts between 8AM PST and 5PM PST, Monday - Friday.
Principal Duties and Responsibilities
Engage in education to continually retain deep/broad knowledge of Simply Unum, Voluntary Benefits, and Group Administration to respond to many types of inquiries leveraging a multitude of systems/workflows.
Support relationships with Plan Administrators, Brokers, Home and Field Office partners in handling service requests while exemplifying a high degree of professionalism.
Achieve high customer satisfaction of ongoing administration processes.
Research, evaluate and respond to service issues. Demonstrated understanding of where referral or escalation is appropriate.
Reflect a sense of customer intimacy – know who the customer is, what products they have with us, and what their recent interaction history includes.
May provide focused support on typical tasks received in “bulk” where needed.
Adopt change initiatives to improve workflow, enhance customer service and reduce operating costs.
Coordinate flow of information back to customers in an organized/timely manner.
Act as an advocate for the field offices by surfacing trends/sales barriers/service model breakdowns to area leadership.
Meet individual goals with a continuous focus on team results.
May perform other duties as assigned including special projects/initiatives.
Job Specifications
Bachelor’s degree preferred or equivalent, relevant experience required.
Propensity to quickly learn and understand marketplace dynamics relative to value of Brokers and challenges of plan administrators.
Demonstrated critical thinking practices and strategic/forward thinker.
Ability to examine and make decisions (often unique and individualized) with a great deal of discretion and draw own conclusions.
Operate with urgency in a real-time service and multifaceted environment.
Solid interpersonal and negotiation skills and acts with a sense of urgency in responding to internal and external customers.
Solid communication skills including written/verbal, negotiation and persuasion skills.
Interacts effectively at all levels of the organization on both a strategic and tactical level.
Ability to work under pressure, managing a complex and high workload while simultaneously changing direction based on a modification of business priorities.
Demonstrated ability to adopt a change to improve the process, efficiency, and service.
Demonstrates consistency in accuracy, speed, and quality of work.
Supports extended hours of coverage, including working evening shifts as needed.
What we offer:
Benefits: • Competitive starting salary • Medical, Dental, and Vision benefits available on the first day of employment • Defined Contribution Plan along with 401K matching to help you plan for your retirement • Paid Time Off, holiday and leave programs • Flexible Breaks • Tuition Reimbursement • Paid Family Leave • Employee assistance programs • Business casual dress code • Volunteer opportunities • Employee resource groups with a strong focus on diversity and inclusion
Training and development:
• Our interactive, nine-week training program will provide you with in-depth knowledge of our products and a strong base for launching your career with Unum.
• After training is complete, you’ll receive a high level of assistance from dedicated mentors & support staff
• Opportunity for advancement within the role. Mentoring, quality auditing, ongoing training, process improvement, and opportunity for leadership roles within the department
• Our department is a great place to start your career at Unum, and our Specialists have gone on to rewarding promotions in many other departments.
Employees are expected to work eight-hour shifts between 8 AM EST and 8 PM EST, Monday - Friday.
Principal Duties and Responsibilities
Engage in education to continually retain deep/broad knowledge of Simply Unum, Voluntary Benefits, and Group Administration to respond to many types of inquiries leveraging a multitude of systems/workflows.
Support relationships with Plan Administrators, Brokers, Home and Field Office partners in handling service requests while exemplifying a high degree of professionalism.
Achieve high customer satisfaction of ongoing administration processes.
Research, evaluate and respond to service issues. Demonstrated understanding of where referral or escalation is appropriate.
Reflect a sense of customer intimacy – know who the customer is, what products they have with us, and what their recent interaction history includes.
May provide focused support on typical tasks received in “bulk” where needed.
Adopt change initiatives to improve workflow, enhance customer service and reduce operating costs.
Coordinate flow of information back to customers in an organized/timely manner.
Act as an advocate for the field offices by surfacing trends/sales barriers/service model breakdowns to area leadership.
Meet individual goals with a continuous focus on team results.
May perform other duties as assigned including special projects/initiatives.
Job Specifications
Bachelor’s degree preferred or equivalent, relevant experience required.
Propensity to quickly learn and understand marketplace dynamics relative to value of Brokers and challenges of plan administrators.
Demonstrated critical thinking practices and strategic/forward thinker.
Ability to examine and make decisions (often unique and individualized) with a great deal of discretion and draw own conclusions.
Operate with urgency in a real-time service and multifaceted environment.
Solid interpersonal and negotiation skills and acts with a sense of urgency in responding to internal and external customers.
Solid communication skills including written/verbal, negotiation, and persuasion skills.
Interacts effectively at all levels of the organization on both a strategic and tactical level.
Ability to work under pressure, managing a complex and high workload while simultaneously changing direction based on a modification of business priorities.
Demonstrated ability to adopt a change to improve the process, efficiency, and service.
Demonstrates consistency in accuracy, speed, and quality of work.
Supports extended hours of coverage, including working evening shifts as needed.
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