Job description
General Summary:
Unum is currently looking for multiple Service Specialist Associates to work in our Portland, ME and Chattanooga, TN Home Offices. Individuals will be onboarded as part of a training class and will receive an interactive 9-week training program led by an instructor. The openings are part of a training class that will start March 22nd.
We are looking for individuals who will thrive in a customer facing, fast paced, high production role. Great opportunity for someone who is looking for a role with a defined career path. This is the entry level of a three-level career path.
As a Service Specialist Associate, you will be the first point of contact for most existing service-related inquiries. This role will provide highly responsive service to Plan Administrators, Brokers and Field Partners. This individual will partner other internal departments to achieve goals and outcomes.
Service inquiries will range across all Unum products and services (administration through claims). Communication will be facilitated through different mediums including telephone and e-mail. This role requires heavy telephone usage.
Employees are expected to work eight- hour shifts starting as early as 8AM EST and ending as late as 8PM EST, Monday - Friday.
Principal Duties and Responsibilities
Successfully function in a fast- paced, high production role while maintaining high-quality work Support relationships with Plan Administrators, Brokers, Home, and Field Office partners Respond to many types of inquiries by leveraging a multitude of systems/workflows Research, evaluate and respond to service issues Handling service requests while exemplifying a high degree of professionalism Achieve high customer satisfaction of ongoing administration processes Engage in education to continually retain deep/broad knowledge of all Unum products and services Demonstrated understanding of where referral or escalation is appropriate Reflect a sense of passion around achieving results, unwavering customer focus, caring spirit, and willingness to own it 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 the customer in an organized/timely manner Act as an advocate for the field offices by surfacing trends/sales barriers/service model breakdowns to area leadership Held accountable to achieve performance metric goals May perform other duties as assigned including special projects/initiatives
Job Specifications
Bachelor’s degree preferred or equivalent Customer Experience Propensity to quickly learn and understand marketplace dynamics relative to the 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) Operate with a sense of urgency in a real-time service and multifaceted environment. Solid interpersonal and negotiation skills Solid communication skills including written/verbal 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 the modification of business priorities. Demonstrated ability to adapt to change to improve process, efficiency and service. Demonstrates consistency in accuracy, speed and quality of work. Supports extended hours of coverage, including working evening shifts as needed. Our company is built on helping individuals and families, and this starts with our employees. We want employees to maintain a positive balance, which is why we provide access to the benefits and resources they need to invest in themselves. From our onsite fitness facilities and generous paid time off to employee professional development programs, we are committed to helping employees live and work their best – both inside and outside the office.
Unum is an equal opportunity employer, considering all qualified applicants and employees for hiring, placement, and advancement, without regard to a person's race, color, religion, national origin, age, genetic information, military status, gender, sexual orientation, gender identity or expression, disability, or protected veteran status.
Extra information
- Status
- Closed
- Education Level
- Other
- Location
- Basingstoke
- Working hours per week
- 4 - 40
- Type of Contract
- Casual / Part Time Jobs
- Profession type
- Customer Service
- Full UK/EU driving license preferred
- No
- Car Preferred
- No
- Must be eligible to work in the EU
- No
- Cover Letter Required
- No
- Languages
- English
