Job Posting End Date: November 04
When you join the team at Unum, you become part of an organization committed to helping you thrive.
Here, we work to provide the employee benefits and service solutions that enable employees at our client companies to thrive throughout life’s moments. And this starts with ensuring that every one of our team members enjoys opportunities to succeed both professionally and personally. To enable this, we provide:
- Award-winning culture
- Inclusion and diversity as a priority
- Performance Based Incentive Plans
- 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
General Summary:
This is the second level of a customer facing role of a Billing Experience Consultant three-tiered career path. Sr. Billing Experience Consultant partners with other departments to ensure the accuracy of invoices, correspond with clients to follow up on outstanding payments, and resolve billing related issues. This position is a customer facing role that requires in-depth knowledge of all Unum Group, CLA or VB products, and services as well as the ability to process all types of business, from standard to most complex. This position is a key contributor to building customer loyalty which drives positive persistency and supports achieving top and bottom-line growth objectives for Unum. There is flexibility in this opening, and we are evaluating individuals from various experience levels.
Principal Duties and Responsibilities:
- Accountable for policy administration and the coordination of activities associated with Group, CLA or VB plan, fee related products and services, and support one or more Unum Platforms.
- Support, educate, and resolve billing inquiries and research from external and internal partners.
- Complete accurate comprehensive audits including, but not limited to, enrollment activity, premium remittance & allocation, compensation validation and policy changes.
- Promotes efforts to identify and improve customer service, while maintaining high volumes of emails and phone inquiries from internal and external partners.
- Build strong partnerships with internal and external partners to identify and resolve customer billing issues. Respond to escalated issues involving technology and process breakdowns.
- Manage and analyze multiple daily, weekly, and monthly financial reports and data (Daily Registers, Suspense Accounts, and Due and Unpaid reports at group and policy level) and take appropriate actions as needed.
- Acknowledge and act on individual and team level metrics to ensure that departmental goals are met.
- Drives process improvements, system enhancements and general problems solving opportunities to improve customer experience and team effectiveness such as new workflows, procedures, and training. Works to ensure follow through occurs in documenting policies and procedures.
- Drives high quality standards and accuracy on all interactions and outputs.
- Appropriate sense of urgency in responding to Field Partners, Brokers, and Groups to ensure that responsiveness and service standards are being met. Leverage internal partnerships to identify service resolutions that make it easy for our customers to do business with Unum.
- Develop and present Group, CLA or VB Billing and Administrative presentations to Brokers, Enrollment firms and Customers.
- Mentor, coach to the development of Billing Experience Consultant I talent.
- Commit to own personal development.
- Understand and apply all company policies and procedures to ensure service standards are met.
- May perform other duties as assigned.
Job Specifications:
- Bachelor’s degree preferred or equivalent, relevant business experience required.
- 3-5 years industry-related experience in a customer service role.
- Demonstrate strong performance in current role with minimum of 12-18 months of experience as a Billing Experience Consultant or equivalent experience.
- Strong customer service orientation.
- Strong communication and collaboration skills, both verbal and written.
- Ability to multi-task in a fast-paced environment; Good organizational and time management skills.
- Good interpersonal negotiation, persuasion, and conflict management skills.
- Strong Excel skills.
- Strong research and problem-solving skills, with the ability to make sound business decisions.
- Strong mathematical aptitude, analytical skills, and attention to detail.
- Strong internal and external customer service orientation with deep and broad expertise of the front-to-back customer experience and ability to describe things from a customer perspective.
- Demonstrated ability to deliver results, achieve goals –self-directed and driven by speed of resolution and results.
- Experience in motivation, team building and collaboration/partnership.
- Strong understanding of insurance marketplace.
- Minimal travel may be required.
Unum and Colonial Life are part of Unum Group, a Fortune 500 company and leading provider of employee benefits to companies worldwide. Headquartered in Chattanooga, TN, with international offices in Ireland, Poland and the UK, Unum also has significant operations in Portland, ME, and Baton Rouge, LA - plus over 35 US field offices. Colonial Life is headquartered in Columbia, SC, with over 40 field offices nationwide.
The base salary range for applicants for this position is listed below. Unless actual salary is indicated above in the job description, actual pay will be based on skill, geographical location and experience.
$45,600.00-$86,200.00
Additionally, Unum offers a portfolio of benefits and rewards that are competitive and comprehensive including healthcare benefits (health, vision, dental), insurance benefits (short & long-term disability), performance-based incentive plans, paid time off, and a 401(k) retirement plan with an employer match up to 5% and an additional 4.5% contribution whether you contribute to the plan or not. All benefits are subject to the terms and conditions of individual Plans.
Company: Unum
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