Onboarding Experience Consultant - Launch Unum Core

About the position

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 as well as the systems and partners that support onboarding activities. Operating with a high degree of independence, the consultant manages implementation requirements, coordinates tasks across internal teams, and proactively resolves issues that may impact onboarding outcomes. The role partners closely with Field teams, Plan Administrators, Producers, Underwriting, and other internal stakeholders to ensure implementation details are complete and executed effectively. The consultant provides consultative guidance to Plan Administrators, managing milestones and dependencies to ensure all onboarding deliverables are met and the customer is successfully live by the established go-live date.

Responsibilities

• 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. This encompasses file testing (hosting), pre-enrollment consultation and readiness calls with both internal and external partners as needed.
• Supports critical junctures in the process and provide 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
• Identify potential issues, concerns, and problems utilizing problem solving skills to seek root cause and identify solutions that provide an improved client experience
• Recognize change requests that will impact overall risk and/or rates and notify field partners of the implications of an exception/change and then collaborates on potential solutions and alternatives
• Ensures set up of data connection solutions to support ongoing administrative and eligibility. This includes troubleshooting data options, education of the services, submitting appropriate file set up requests, working with internal and external partners to accomplish testing needs and communication to all stakeholders during the process until files are successfully in production.
• 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, actively seeks opportunities to implement changes which improve accuracy, timeliness, productivity, and customer satisfaction
• 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 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
• 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 engage in lean management and agile practices to enhance technology and process with the goal of achieving higher Employer CSAT during onboarding
• Demonstrates strong leadership behaviors as defined in Unum’s Leadership and Our Value characteristics.
• Provide mentoring and subject matter support to teammates for core and small business markets
• May perform other duties as assigned

Requirements

• 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

Benefits

• 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
• healthcare benefits (health, vision, dental)
• insurance benefits (short & long-term disability)
• performance-based incentive plans
• paid time off
• 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.