Bilingual Customer Benefit Advisor I

Customer Benefit Advisor (CBA) I

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

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 :

Minimum starting hourly rate is $22.00 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.

Unum and Colonial Life are part of Unum Group, a Fortune 500 company and leading provider of employee benefits to companies worldwide. 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.