UNUM Remote Customer Service Specialist I in Columbia, South Carolina
Job Posting End Date: 04/09
Unum is a company of people serving people. As one of the world's leading employee benefits providers and a Fortune 500 company, Unum's financial protection benefits help protect more than 33 million working people and their families from the financial impact of illness or injury. Unum's three distinct, but similarly focused US businesses – Unum US, Colonial Life, and Starmount Life – are each a market leader in making disability, life, accident, critical illness, dental, and vision insurance accessible in the workplace.
Headquartered in Chattanooga, Tennessee, Unum has significant US operations in Portland, Maine, Worcester, Massachusetts, and Glendale, California with over 35 field offices nationwide. Colonial Life is headquartered in Columbia, South Carolina with over 40 field offices nationwide. Starmount Life is based in Baton Rouge, Louisiana, and is the dental and vision center of excellence for Unum in the US.
General Summary:This is the entry level position of a two level career path. The incumbent is responsible for providing critical and accurate information on benefits, claims and/or policy administration. All work is carefully performed according to established protocols/procedures. As the first point of contact and a direct representation of the Unum/Colonial brand, this position is responsible for the execution of exceptional customer satisfaction by acting in the best interest of the customer; ensuring information is accurate, applying empathy to those situations that require special care and concern. Customer issue resolution is a priority - issues should be resolved on the first call whenever possible. This position will require incumbents to work from home, separate from the home office. On rare occasions remote employees may be required to come to the office. If employees live close to one of the home offices, they may be asked to come into the office during the training period.This position requires the setup and use of multiple systems, applications and administrative processes. While service is focused on our external customers, this position is responsible for creating detailed/appropriate documentation for our internal cross-functional business partners.
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Principal Duties and Responsibilities
Respond to external customers inquiries with timely and accurate information
Follow documented processes/workflow while looking for ways to reduce customer effort
Meet or exceed individual performance goals
Accurately navigate through various system platforms
Meet the expectations of the quality/productivity standards
Share process improvements to enhance customer service and/or efficiency
Ensure privacy of our customers remains the utmost importance
Shifts may vary outside the standard 8:00 a.m. to 5:00 p.m.
May perform other duties as assigned
High school diploma or equivalent required
Prior relevant experience, military service and/or college degree preferred
Strong customer service skills with the drive to meet/exceed customer needs
Strong verbal/written communication and interpersonal skills
Demonstrated ability to work in a fast paced, structured environment, handling large call volumes
Ability to make sound business decisions, with attention to detail
Computer proficiency essential
Strong work ethic with consistent job attendance history
Detail oriented with a focus on quality and consistently meeting goals
Self-directed with the ability to perform both as part of team and individually
Solution oriented individual demonstrating critical thinking and problem-solving skills
Ability to adapt and work effectively in a continuously changing environment
Requirements for remote workers:
Must be located in the Columbia, SC area and able to train on site before moving to the remote location
Must have access to a broadband cable internet service provider
A separate, quiet dedicated work space must be established at remote site for the purpose of performing work duties. This area must be maintained in a safe condition, free from all hazards
Our training and development programs will provide you with in-depth knowledge of our products and a strong base for launching your career with Unum. Our Customer Service Specialists are typically promoted within or outside of the department during their first 12-18 months. Other career opportunities include:
Monthly development time and ongoing training
Options to work from home or on a part-time basis
Potential to move into a hybrid position after your first year of employment, allowing you to split your time between the Customer Contact Center and another participating department
Career ladder that includes advancement within the role, mentoring, quality auditing, training, process improvement and management roles within the department
Unum and its family of businesses offer world-class training and development, generous compensation and benefits packages, and a culture built on employee ideas.
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.
A Fortune 500 company, Unum’s family of 10,000 employees spans three countries and dozens of office locations. Our employees focus each day on delivering financial protection benefits to millions of workers and their families when they need it most.
The Unum enterprise includes Unum in the U.S. and U.K., Colonial Life and Starmount Life Insurance – each a market leader in making disability, life, accident, critical illness, dental and vision insurance accessible in the workplace.