Job Posting End Date: December 22

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. To enable this, we provide:

• 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

• Responsible for delivery of role-based training for new and seasoned employees that includes all processes, systems, and procedures necessary to ensure successful performance of the duties and responsibilities of their job
• Coordinate and facilitate technical and process training for partner areas that perform like processes/tasks, and resource fluidity support and perform audits to measure effectiveness
• Evaluate QA Program results/trends to determine root cause and looks for opportunities to provide direct feedback, coach the team and initiate process improvements, system enhancements or gap training - and evaluate and advocate appeals as needed
• Partner with P&P to drive SOP updates to remain current with business processes
• Act as Privacy Business Liaison regarding researching, documenting, and taking corrective actions for RADAR privacy incidents reported
• Manage complex customer complaints and escalations with a sense of urgency, empathy, and service balancing business and customer needs - partnering with Legal if needed
• Assists team with processing work in times of high volume to ensure team goals and timelines are met - managing the distribution of work and guiding the team regarding expected results and deadlines
• Effectively influences peers, partners, and leaders through understanding of up/down stream impacts to problem resolution through focus on the customer experience
• Attends, participates in and/or leads meetings or projects as a SME representing the team or job function taking independent actions to make decisions on behalf of the team
• Builds strong partnering relationships with cross-functional business partners to best collaborate in finding ways to improve the customer experience
• Partners with and has knowledge of processes and technical functions of multiple areas to troubleshoot and make the right decisions for the customer
• Works directly with external partners or policy owners and requires a strong business acumen of other teams to be able to provide the best customer experience
• Develop and implement Operational Readiness plans for new products, system releases and system updates that may include testing
• Has a strong sense of urgency to deliver results, recognizing team and organizational priorities
• Establish plans and processes to drive team or organizational initiatives
• Present clear/concise communications and presentations to peers and leaders
• Relied on to provide coverage for managers when asked
• May have a small number of direct reports as organizational needs arise
• Other duties as assigned

• Bachelor's degree preferred or relevant equivalent experience required
• 3-5 years of experience in a customer support related role
• Proven ability to instruct and mentor others
• Demonstrates understanding of current business challenges and provides creative and innovative solutions
• Demonstrated leadership skills through positive behavior by contributing to the building of a productive environment, being a role model/leader for the team; leading by example through any changes that may be occurring
• Deep, extensive technical knowledge of various service functions and processes of group and/or voluntary products and systems
• Deep and broad expertise of the end-to-end customer experience desired
• Possesses strong personal credibility and can partner and collaborate effectively
• Possesses the experience and expertise to conduct presentations to peers and to management
• Strong/exceptional communication abilities, both written and verbal.
• Exhibits leadership skills that support organizational changes and ability to motivate employees to help in achieving results.
• Demonstrated ability to identify trends and opportunities via data analytics and use data to drive recommendations and decisions
• Strong track record in managing concurrent multiple projects, tasks, and priorities in a fast paced, changing, demanding environment with quality results
• Prior experience in working in a LEAN environment is desired
• Existing remote employees are eligible to apply
• #LI-MK1
• #LI-Hybrid
• ~IN1