Client Experience Rep I
Core
Front-line service professional responsible for in-force service execution, customer relationship management, and supporting plan administrators, brokers, and field partners with voluntary benefits and group administration inquiries.
Role type
Senior IC client experience representative (benefits administration)
Builds
Customer service interactions and digital tool adoption for plan administrators and brokers
Domain
Employee benefits and group insurance administration
Deliverable
client delivery
Required skills
advanced problem-solving, critical thinking, negotiation, persuasion, digital tool adoption advocacy, trend analysis, root cause identification, complex decision-making, strategic thinking, analytical skills, high-pressure management, change leadership
Preferred skills
Bachelor's degree, 3+ years customer service experience, subject matter expertise in voluntary benefits, ability to mentor/coach, comfort with outbound educational calls
Technologies
MyUnum, Colonial Life for Clients Portal
Responsibilities
Respond to service inquiries across multiple lines of business via telephone, email, chat, and written correspondence; develop deep relationships with plan administrators and brokers; provide mentorship and training to team members; make discretionary decisions based on case records; advocate for digital tool adoption; identify trends and root causes to prevent future service issues; escalate growth or at-risk indicators to field offices; support change initiatives to improve workflow and reduce costs.
Seniority
Senior, hands-on IC with mentorship responsibilities