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Unum

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.

Onboarding Experience Consultant

Location

United States

Posted

30 days ago

Salary

$63.5K - $120K / year

Seniority

Mid Level

No structured requirement data.

Job Description

Onboarding Experience Consultant

Unum

Role Description The Onboarding Experience Consultant is responsible for leading and executing the end-to-end onboarding of new customers, serving as the primary point of accountability from Mark as Sold through successful completion. This role ensures a smooth, accurate, and timely implementation by applying in-depth knowledge of products, including integrated and technology-enabled solutions, as well as the systems and partners that support onboarding activities. - 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. - Identifies potential issues, concerns, and problems utilizing problem-solving skills to seek root cause and identify solutions that provide an improved client experience. - Recognizes change requests that will impact overall risk and/or rates and notifies field partners of the implications of an exception/change. - Ensures setup 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. - Embraces and leads change to improve workflow, enhance customer service, and reduce operating costs. - May participate in projects and studies regarding major changes to new account creation and information collection. - Have an appropriate sense of urgency in responding to field partner, broker, and customer inquiries. - Leverage internal partnerships to identify service resolutions that make it easy for our customers to do business with Unum. - Achieves high customer satisfaction during customer acquisition through building of relationship with the customer during the implementation period. - Provides continuity support for onboarding organization as volume of work and capacity demands. - Consistently engages in lean management and agile practices to enhance technology and process. - Demonstrates strong leadership behaviors as defined in Unum’s Leadership and Our Value characteristics. - Provides mentoring and subject matter support to teammates for core and small business markets. - May perform other duties as assigned. Qualifications - 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. - Excellent interpersonal, verbal, and written communication 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. - May require occasional travel. Benefits - 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. - *All the benefits listed above are subject to the terms of their individual Plans.

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