Role Description

This position is responsible for delivering an optimal client and worker enrollment experience for clients utilizing UNUM Group’s Virtual Enrollment Solutions Team. They are responsible for utilizing a strong working knowledge of Core products (Non-Affiliated) and voluntary product (UNUM Group’s) portfolios to provide benefits education, retention of policies, quality assurance, technical support and assist with other project initiatives.

Principal Duties and Responsibilities

• Provide virtual retention and enrollment assistance to workers in all 50 U.S. States
• Receives inbound interactions from workers
• Makes outbound calls as needed to workers
• Q&A Support: Educate workers on benefits provided, and answers any questions workers may have on the enrollment offer
• Technical Support: Assist workers with navigating their company provided website, materials, or platform to find benefits information and assist with completing enrollment as applicable
• Retention Support: Educate workers on current benefits
• Communication Support: Deliver key messages via a script around benefits or other key messages as requested by the client to the worker
• Claims/Documentation Support: Remind workers where to go to file claims, or how to provide proof of documentation for select benefits and/or qualifying life events
• Contact Support: provide contact information for benefits or HR resources to workers
• Complete application when appropriate, but primarily provide benefits education or enrollment of non-affiliated insurance carrier products
• Review all provided and necessary training/demos to service the need of the client/worker
• Utilize technology and additional resources to provide translation services
• Maintain Individual and Team performance metrics
• Complete thorough Quality Assurance via review of metrics, auditing of calls, coaching/performance management sessions with Supervisors, and job shadows of others
• Document pertinent information about customer interactions
• Upkeep/Submission of various forms, tickets, emails, and other resources with pertinent information that feeds Virtual Enrollment Solutions processes and reporting
• Uses knowledge and understanding of all Core products (Non-Affiliated) and Voluntary benefit product (UNUM Group’s) offerings, along with utilization of their resources, to provide benefits education and enrollment services to eligible workers and/or family members
• Completes administrative tasks of tracking and submitting all necessary training requirements as an employee of UNUM, and to meet the training requirements of our clients
• Demonstration of Our Values through completing provided training offerings, and being involved in I & D/Volunteer groups and activities
• Utilizes only UNUMs authorized and approved systems to complete all functions of the role to adhere to UNUM Groups policies, and compliance regulations for this role
• Participates in projects and initiatives as assigned
• May perform other duties as assigned

Qualifications

• Prefer 4-year degree or equivalent in work related experience or industry designation
• Existing knowledge of full Core and Voluntary benefit product offerings (all products)
• Must have/maintain necessary Life and Health licensing, plus any special state licensing requirements for Long Term Care
• Completion of continuing education requirements to keep Life and Health license
• Prior insurance, financial services, human resources, sales, training, and/or teaching experience highly desirable
• Demonstrate good listening ability with exceptional interpersonal and communication skills needed to build relationships with management, co-workers, and workers
• Ability to work in a fast-paced environment, both as part of a team and independently
• Demonstrate resolve to achieve their personal and business goals
• Demonstrate good organizational skills and ability to multi-task
• Demonstrate strong computer literacy and knowledge of virtual technology spanning across a variety of platforms and applications, including the full Microsoft suite
• Highly desired sales aptitude
• Superior Customer Service Skills
• Demonstrate ability to identify best practices and takes initiative to share ideas with team
• Bi-lingual abilities are an asset

Requirements

• Part-Time Enrollment Support Specialist (ESS) committed to working 20 hours per week Quarter 1-3 of each calendar year, with an expectation of working near 40 hours per week Quarter 4 of each calendar year
• Full-Time ESS committed to working 40 hours per week
• Expected to work shifts within the period of 8am to 8pm Eastern Standard Time during the business week of Monday-Friday. Shifts can change based on business need and coverage available
• Committed to not taking pre-planned Paid Time Off in October and November of each year

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