Sr. Billing Experience Consultant

Job Posting End Date: June 01

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 is the second level of a customer facing role of a Billing Experience Consultant three-tiered career path. Sr. Billing Experience Consultant partners with other departments to ensure the accuracy of invoices, correspond with clients to follow up on outstanding payments, and resolve billing related issues. This position is a customer facing role that requires in-depth knowledge of all Unum Group, CLA or VB products, and services as well as the ability to process all types of business, from standard to most complex. This position is a key contributor to building customer loyalty which drives positive persistency and supports achieving top and bottom-line growth objectives for Unum.

Principal Duties and Responsibilities

• Accountable for policy administration and the coordination of activities associated with Group, CLA or VB plan, fee related products and services, and support one or more Unum Platforms.
• Support, educate, and resolve billing inquiries and research from external and internal partners.
• Complete accurate comprehensive audits including, but not limited to, enrollment activity, premium remittance & allocation, compensation validation and policy changes.
• Promotes efforts to identify and improve customer service, while maintaining high volumes of emails and phone inquiries from internal and external partners.
• Build strong partnerships with internal and external partners to identify and resolve customer billing issues. Respond to escalated issues involving technology and process breakdowns.
• Manage and analyze multiple daily, weekly, and monthly financial reports and data (Daily Registers, Suspense Accounts, and Due and Unpaid reports at group and policy level) and take appropriate actions as needed
• Acknowledge and act on individual and team level metrics to ensure that departmental goals are met
• Drives process improvements, system enhancements and general problems solving opportunities to improve customer experience and team effectiveness such as new workflows, procedures, and training. Works to ensure follow through occurs in documenting policies and procedures.
• Drives high quality standards and accuracy on all interactions and outputs.
• Appropriate sense of urgency in responding to Field Partners, Brokers, and Groups to ensure that responsiveness and service standards are being met.  Leverage internal partnerships to identify service resolutions that make it easy for our customers to do business with Unum.
• Develop and present Group, CLA or VB Billing and Administrative presentations to Brokers, Enrollment firms and Customers.
• Mentor, coach to the development of Billing Experience Consultant I talent.
• Commit to own personal development.
• Understand and apply all company policies and procedures to ensure service standards are met
• May perform other duties as assigned

Job Specifications

• Bachelor’s degree preferred or equivalent, relevant business experience required.
• 3-5 years industry-related experience in a customer service role.
• Demonstrate strong performance in current ro