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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. This advanced front-line service professional role is accountable for service execution of complex compensation tasks as well as critical customer relationship management. This is the point of contact for broker commissions and regulatory and compliance inquiries, which directly influence broker relations with the Company. Resolution of complex inquiries will require advanced critical thinking skills and knowledge across all products, services, and platforms. This role will provide highly responsive service to brokers and field/home office partners to achieve common goals/objectives including enriching broker relationships and servicing new and existing business. Services provided will cover any broker inquiry type for every line of Unum business (contracting through payment of commissions). Communication will be facilitated through different mediums (telephone, email, written correspondence). The incumbent will retain ownership of coordinating communication back to the customer or broker until the issue is resolved.
Responsibilities
Engage in education to continually deepen a broad knowledge base of regulatory and compliance requirements and broker compensation programs across all lines of business
Responses to inquiries could include, but are not limited to, the below. Resolution will be reached independently.
Researching and resolving broker compensation issues
Broker licensing, appointing, and contracting requirements
Regulatory and compliance guidelines
Will partner with other business areas to reach specific case resolution and prevent future service issues.
This individual will play a key role in owning regional or office level relationships with Unum sales teams.
Educate internal and external partners on Broker Compensation practices to equip them with the tools needed for future inquiries.
Provide clear, concise, and timely communications back to your customers and/or internal partners
Serve as a designated resource to provide the highest quality of service for select brokers as well as key internal partners
Anticipate and deliver on the broker/customer’s needs.
Utilize critical thinking to analyze the root cause of an issue and attain full resolution.
Help identify and drive change initiatives to improve workflows and enhance customer service.
Provide support to the leadership team on high profile customers and escalated issues
Collaborate towards meeting team goals that impact the success of departmental objectives
May perform other duties as assigned, including special projects/initiatives
Requirements
Bachelor’s degree preferred or equivalent, relevant experience required
Customer service professional with experience required
Strong understanding of the marketplace, value of brokers, and challenges of plan administrators
Proven success in demonstrating creative problem solving by being a strategic/forward thinker, as well as operating as a consultative partner.
Ability to examine and make effective decisions with minimal support
Develop, and strengthen relationships with brokers, field/home office partners, and plan administrators while exemplifying the highest degree of professionalism
Operate and deliver high quality results in a fast paced and multifaceted service environment with a sense of urgency
Strong interpersonal, conflict resolution, and reasoning skills.
Strong written/verbal communication skills
Interacts effectively at all levels of the organization, adjusting communications for the intended audience.
Proven ability to work and thrive under pressure, managing a complex and high workload while simultaneously changing direction based on modification of business priorities
Identify and actively contribute to the implementation of continuous improvement opportunities, resulting in improved processes, efficiencies, and overall service
Displays consistency in accuracy, speed, and quality of work
May be required to support extended hours of coverage
Technical proficiency with the Microsoft Office Suite
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
healthcare benefits (health, vision, dental)
insurance benefits (short & long-term disability)
performance-based incentive plans
paid time off
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.
