Benefit Tax Service Rep

Job Posting End Date: July 03

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:

This tax customer service position is responsible for providing excellent, responsive customer service and issue resolution to complex tax questions both internal and external customers regarding tax consequences of LTD, STD, IDI, Life, LTC, VB and other claim type benefit payments. The incumbent will be trained on tax guidelines and procedures and will represent the company to potential and current policyholders and claimants for all Benefit Operations products and systems. The incumbent is responsible for identifying errors, at individual claim or policy level, obtaining proper documentation and processing corrections to third party tax forms. The individual will identify and communicate to management any suspected non-compliant areas to be addressed.

The incumbent must become fluent in all tax subjects for all products (~7) with different services based on legal entities (6) and legacy systems (6). Services are different by legacy system and product so incumbent must anticipate and answer unasked questions, especially when the caller has multiple types of policies on various legacy systems with different services. Unit services in excess of 24,000 inquiries on over 310,000 tax forms.

Principal Duties and Responsibilities

• Provide excellent, responsive customer service and issue resolution to complex tax questions from claimants, policyholders, field personnel, home office personnel and tax authorities that contact the Tax Reporting Group (TRG) via the 1-800 call center, Tax unit Questions (e-mail) and NaviLink.
• Receives inquiries and complaints from above parties and works to resolve and correct issues in a timely and courteous manner and maintain proper documentation of resolution. Consult with field personnel, brokers, DBS, claimant and policyholder in proper tax adjudication of claims, including communication of Unum’s tax procedures, guidelines and services and complex subjects such as the methods of calculating taxability.  This position provides information but does not give tax advice which at times is a fine line.
• Calculate and submit corrections to W-2s, W-2Cs and 1099s, obtaining proper documentation.
• Identify/respond to existing taxation discrepancies between contract, system coding, and clients’ documentation and collaborate with proper parties for resolution.
• Conducts policyholder audits with consultation from management, as needed, for proper tax withholding and reporting. Able to perform all aspects of the audit, including generation of needed reports, obtaining needed supporting documentation and communicating with internal and external parties.  
• Reviews and revises policyholder reports from all legacy systems to assure they accurately reflect third party sick pay reporting and are distributed in a timely manner.
• Calculate and process FICA, FIT and SIT tax refunds and underpayments in legacy systems.
• Provide verification of claimant sick pay income to Federal and State governments, Social Security Administration and Department of Veteran Affairs.
• Consistently demonstrates high quality results identified through quality reviews.
• Perform other duties as assigned.