Bilingual Customer Benefit Advisor I

Unum; Chattanooga (TN); On-site; USD 36,000 - 62,000; Full time

Benefits offered by this job

Award-winning culture

Inclusion and diversity as a priority

Performance Based Incentive Plans

Health

Vision

Dental

Short & Long-Term Disability

Generous PTO

401(k) employer contribution up to 9.5

Mental health support

Career advancement opportunities

Student loan repayment options

Tuition reimbursement

Flexible work environments

Job summary

Unum is hiring a Customer Benefit Advisor I in Chattanooga, TN. The role focuses on delivering outstanding service, handling benefits and coverage inquiries, and supporting customers through the initial point of contact in the customer contact center.

Ideal candidates have at least 1 year of customer service experience, a high school diploma or GED, and fluency in English and Spanish. The position offers a base salary range of $36,000 to $62,400 with comprehensive benefits.

Qualifications

• 1 year customer service experience preferred, especially in insurance/healthcare/financial fields.
• High school diploma or GED required.
• Bilingual in English and Spanish; able to translate and interpret as needed.
• Excellent verbal and written communication; adaptable in a fast-paced environment.
• Able to operate in multiple systems and maintain accuracy and empathy.

Responsibilities

• Be the first point of contact for customers via multiple channels with accurate policy and coverage information.
• Meet or exceed company goals and service metrics.
• Protect customer privacy and provide empathetic, professional support.
• Work a shift between 8:00 am and 8:00 pm Eastern, Monday–Friday.
• Complete required training and demonstrate proficiency across systems.

Skills

Customer service

Bilingual English/Spanish

Communication

Multitasking

Attention to detail

Education

High school diploma or GED

Tools

Microsoft Outlook

Microsoft Word

Microsoft Excel

Job description

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
• 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

*All the benefits listed above are subject to the terms of their individual Plans. And that’s just the beginning…

With 10,000 employees helping more than 39 million people worldwide, every role at Unum is meaningful and impacts the lives of our customers. Whether you’re directly supporting a growing family, or developing online tools to help navigate a difficult loss, customers are counting on the combined talents of our entire team. Help us help others, and join Team Unum today!

General Summary

The Customer Benefit Advisor (CBA) I is the entry level in a three-level career path. A CBA I is a critical first point of contact for our customers. To be successful in this role, the incumbent is responsible for demonstrating exceptional customer service for business serviced by Unum/Colonial Life. It is critical to provide accurate information on benefits, claims, and or policy administration with minimal operational oversight. Incumbents in this role will be tasked with compiling information for multiple product types, from multiple systems, and providing responses to customers that are thorough, clear, and concise. All work is carefully performed according to established protocols/procedures. In this role, incumbents must demonstrate a willingness to provide strong customer service – providing accurate information to customers, expressing appropriate empathy, and resolving customer issues where appropriate. This position requires the use of multiple system 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. In addition to providing excellent customer service in accordance with established standards, incumbents will need to demonstrate proficiency in individual metrics (i.e. accuracy, post-interaction surveys, average handle time, after call work, schedule adherence, etc.) that are in line with pre-set expectations and drive results for the Customer Contact Center.

Principal Duties and Responsibilities

• Be the customers’ first line of sight (advisor) by being available to assist via multiple avenues of communication with timely and accurate information regarding policy and coverage-related questions.
• Meet or exceed company goals and metrics to guarantee the best experience for customers.
• Be open and motivated by feedback and guidance to be at your best for customers.
• Protect customers’ privacy (both internal and external) and reassure them with empathy and professionalism.
• Be available to work a regularly assigned shift between the hours of 8:00 am and 8:00 pm Eastern time Monday-Friday.
• Reliable attendance in accordance with contact center attendance guidelines.
• Successfully complete all required training and associated support periods.
• Ability to obtain information from multiple systems and relay to customers in a seamless manner.
• Follow all documented processes/workflow to enhance customer service and reduce customer effort/operating efficiency.
• Utilize resources and tools to accurately respond to customer inquiries.
• Demonstrate a passion for the values outlined in value statements.
• May perform other duties as assigned.

Job Specifications

• 1 year customer service experience preferred, with a strong preference that the experience be in the insurance/healthcare/medical/financial field or equivalent area.
• Highschool diploma or GED required.
• Successful completion of Contact Center training program, including demonstrating phone proficiency and passing required knowledge checks.
• A passion for helping customers and exceeding their expectations with high integrity.
• Answering customer inquiries, translating documents and acting as an interpreter for English and Spanish languages.
• Excellent verbal and written communication skills with the ability to flex your communication style to best meet the needs of customers, both in English and Spanish.
• Enthusiasm for working in a fast-paced, structured environment, answering numerous inquiries for customers at their greatest time of need.
• Strong computer and multi-tasking skills as well as the ability to confidently work in multiple systems with dual monitors.
• Familiarity with Microsoft applications such as Outlook, Word, and Excel.
• Intellectual curiosity and a desire to continually learn and grow.
• An excellent work ethic and ability to adapt and work successfully in a continually changing environment.
• Dependability – being available when needed by teammates and customers.
• Comfortable with video communications via MS Teams throughout the day to communicate with teammates and leadership face to (virtual) face.
• Must meet attendance requirements and in office expectations when applicable.
• ~IN3 #LI-CC1

Unum and Colonial Life are part of Unum Group, a Fortune 500 company and leading provider of employee benefits to companies worldwide. Headquartered in Chattanooga, TN, with international offices in Ireland, Poland and the UK, Unum also has significant operations in Portland, ME, and Baton Rouge, LA - plus over 35 US field offices. Colonial Life is headquartered in Columbia, SC, with over 40 field offices nationwide.

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.

The base salary range for applicants for this position is listed below. Unless actual salary is indicated above in the job description, actual pay will be based on skill, geographical location and experience. $36,000.00-$62,400.00 Additionally, Unum offers a portfolio of benefits and rewards that are competitive and comprehensive including healthcare benefits (health, vision, dental), insurance benefits (short & long-term disability), performance-based incentive plans, paid time off, and 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. All benefits are subject to the terms and conditions of individual Plans.

Company: Unum

At Unum Group, we’re a Fortune 500 company and leading international provider of workplace benefits and services, helping workers and their families thrive for more than 175 years. Through our Unum and Colonial Life brands, our company offers disability, life, accident, critical illness, dental and vision insurance; leave and absence management support; and behavioral health services. Our 10,000+ employees work across operations in the US, UK and Poland, as well as our dedicated Technology Centre in Ireland.

Unum Group is committed to working with and providing reasonable accommodations for any applicant with a disability. If you are disabled and need a reasonable accommodation to participate in the application or hiring process, please contact us by submitting a request here.