Enrollment Support Specialist

Job Description:

Enrollment Support Specialist

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.

Job Description 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

Job Specifications

• 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
• 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.

#LI-TB1

~IN2

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.

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.

$40,000.00-$75,600.00

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.