Unum, a leading provider of employee benefits, is seeking a Client Experience Representative I. This role is essential in delivering reliable, knowledgeable, and responsive service to plan administrators, brokers, and field partners. The position supports Unum’s objective of ensuring customer satisfaction and operational efficiency across multiple products and services.
Role Overview
The Client Experience Representative I serves as the primary point of contact for in-force service inquiries. The role is designed for advanced front-line service professionals who demonstrate a deep understanding of voluntary benefits and group administration. Key responsibilities include:
- Managing customer relationships and addressing service inquiries across various channels such as telephone, email, chat, and written correspondence.
- Utilizing advanced problem-solving skills and strategic decision-making to support broker relationships, drive customer persistency, and identify new business opportunities.
- Advocating for the adoption of digital tools to improve service efficiency and customer self-sufficiency.
- Providing mentorship and training to team members and partnering with internal business units to enhance workflow and service processes.
The role requires a blend of technical expertise, strong communication skills, and the ability to operate in a fast-paced, dynamic service environment. The representative is expected to maintain a high level of professionalism while working collaboratively with both internal and external stakeholders.
Qualifications and Requirements
Candidates for this position should meet the following requirements:
- Educational Background: A Bachelor’s degree is preferred or an equivalent combination of education and experience.
- Experience: At least 3 years of experience in customer service, with a proven record of success in a dynamic, service-driven environment.
- Technical Proficiency: A solid understanding of the voluntary benefits market, including the value and challenges associated with brokers, agents, and plan administrators.
- Critical Thinking: Demonstrated ability to analyze complex service issues and make informed decisions with discretion.
- Communication Skills: Excellent verbal and written communication skills, capable of clearly articulating information and negotiating effectively.
- Team Leadership: Experience in mentoring or coaching team members and contributing to a collaborative work environment.
- Adaptability: Ability to work under pressure, manage a high workload, and adjust priorities in response to changing business needs.
- Availability: Willingness to work extended hours, including evening shifts if required. Remote candidates are eligible to apply.
Additional bullet points include:
- Strategic and forward-thinking mindset
- Proficiency in multiple communication channels
- Strong analytical skills and attention to detail
- Commitment to digital tool adoption and client education
Compensation and Benefits
Unum offers a competitive salary range with a minimum starting base pay of $24.04 per hour. The overall base salary range for this position is between $40,000.00 and $75,600.00 per year, subject to skill level, geographic location, and experience. The comprehensive benefits package includes:
- Health, vision, and dental coverage
- Short and long-term disability insurance
- Performance-based incentive plans
- Generous paid time off, including volunteer time
- A 401(k) plan with up to 9.5% employer contribution (5% match plus an additional 4.5% contribution)
- Mental health support, student loan repayment options, and tuition reimbursement
- Flexible work environments that support work-life balance
All benefits are provided under the terms and conditions of the individual plans.
Career Growth and Company Culture
Unum is committed to professional and personal development for its employees. The organization promotes a culture that is both inclusive and diverse, with a focus on performance and career advancement. Key aspects of the company culture include:
- An award-winning work environment that recognizes contributions and achievements.
- A commitment to continuous learning and professional development.
- Opportunities to engage in change initiatives that improve service and reduce operating costs.
- A culture that values mentorship, team collaboration, and clear communication.
This role offers a platform for career growth within a well-established company that supports employee success both in the short term and over the long run.
About Unum
Unum is a Fortune 500 company with over 10,000 employees supporting more than 39 million people worldwide. Headquartered in Chattanooga, TN, with additional operations in Ireland, Poland, the UK, Portland (ME), Baton Rouge (LA), and over 35 field offices across the United States, Unum is dedicated to providing reliable employee benefits and service solutions. The company’s mission is to help individuals thrive during various life moments by delivering innovative solutions and comprehensive support.
Apply for a Position as a Client Experience Representative with Unum