Unum is a company of people serving people. As one of the world's leading employee benefits providers and a Fortune 500 company, Unum's financial protection benefits help protect more than 36 million working people and their families from the financial impact of illness or injury. Unum's three distinct, but similarly focused US businesses - Unum US, Colonial Life, and Starmount Life - are each a market leader in making disability, life, accident, critical illness, dental, and vision insurance accessible in the workplace.
Headquartered in Chattanooga, Tennessee, Unum also has significant US operations in Portland, Maine, - and over 35 field offices nationwide. Colonial Life is headquartered in Columbia, South Carolina with over 40 field offices nationwide. Starmount Life is based in Baton Rouge, Louisiana, and is the dental and vision center of excellence for Unum in the US.
General Summary The Client Manager (CM) is responsible for proactive customer management, education, development, profitable growth and retention. The CM drives, designs, and executes integrated enrollment, service and growth strategies for each customer in their block.
The position will provide enrollment customer relationship and growth support for Unum's portfolio of voluntary products (Group, VB, IDI) with the ultimate objective of delivering enrollment solutions that maximize participation and premium, minimize expenses, and differentiate Unum's portfolio of products and services. The CM is also responsible for the oversight of implementation and post sale activities. These activities include ongoing customer relationships, identification and execution of cross selling, and partnering with the sales team. This position is a Unum face to customers, brokers and enrollment firms.
Principal Duties and Responsibilities
Pre and Post-Sale Proactive Client Management, Education, Development, Growth and Retention for core market
Primary integrated relationship manager for customers
Develop personal connections with brokers, enrollment firms and customers
Develop and execute on customer-specific business plans. When applicable, partner with Home Office to execute on CM's customer business plans and understand issues with Home Office serviced customers.
Provide excellent customer service to assigned block of customers
Responsible for oversight of, coordination for all post-sale activities including implementation, ongoing servicing and issue resolution
Escalated customer support - coordinates communication with Home Office (i.e. billing, claims, Broker Comp Services, etc.)
Effectively navigate challenges employers face (mergers/acquisitions, layoffs, reorganization) that could affect Unum relationship
Profitable Growth of the Inforce Block
Responsible for proactive customer development actions to grow revenue and retain customers - (renewals, re-enrollments, New Business Old Contract (NBOC), cross selling and retention)
In partnership with sales, proactively manage pre-renewal communication with the goal of improving reenrollment effectiveness and avoiding renewal distractions during rate guarantee expiration and anniversary.
Owns the Enrollment and Re-Enrollment Event and Results, inclusive of expenses
In partnership with the Sales Rep, own the results on employee paid cases, including participation results and enrollment expenses
Understand and leverage Unum's enrollment capabilities, services and tools
Develop and communicate enrollment strategy with both internal/external partners
Work closely with local Benefit Counselors on specific cases to ensure effective enrollment events
Work closely with ICS Implementation Manager
Own case level employee communication and education
Manage local Benefit fair activities with Field Office team
Build and develop enrollment firm relationships for larger customers
Partner with Sales Rep, Marketing Consultant and Home Office to Execute on all Strategies - Operating Effectiveness
Partner with key Home Office areas to deliver full service to customers
In partnership with sales rep, provide thorough customer updates, broker feedback, and other pertinent action items that impact sales effectiveness
Develop and present renewals driving persistency and profitability
Partner with Sales Rep to develop and present renewals to drive persistency and profitability
Manage handoffs between Small Case team and Field Office for seamless execution of enrollment, re-enrollment, NBOC/New Lines of Coverage (NLOC) opportunities
May perform other duties as assigned
Bachelors degree or equivalent business experience required
Experience in the employee benefits industry preferred
Licensed to sell insurance in the states within assigned territory, license required within 90 days from effective date of hire/promotion
Strong growth and sales orientation
Full understanding of the Unum product and service portfolio
Proficient in Microsoft Office - Word, PowerPoint, Excel
Strong technical aptitude - ability to utilize and leverage technology and systems
Strong negotiation, persuasion and presentation skills
Proven ability to think strategically and act tactically
Strong organization skills/ability to manage multiple demands and priorities
Excellent problem solving/problem resolution
With each customer, projects confidence and enthusiasm about the company
Outgoing, excellent communication skills - both written and verbal
Strong business acumen
Ability to work/partner with a close team
Strong relationship management skills
Ability to manage conflicts
Ability to travel as needed
Our company is built on helping individuals and families, and this starts with our employees. We want employees to maintain a positive balance, which is why we provide access to the benefits and resources they need to invest in themselves. From our onsite fitness facilities and generous paid time off to employee professional development programs, we are committed to helping employees live and work their best - both inside and outside the office.
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.
Internal Number: 819245
Unum is a company of people serving people. As one of the world's leading employee benefits providers and a Fortune 500 company, Unum's financial protection benefits help protect more than 36 million working people and their families from the financial impact of illness or injury. Unum's three distinct, but similarly focused US businesses – Unum US, Colonial Life, and Starmount Life – are each a market leader in making disability, life, accident, critical illness, dental, and vision insurance accessible in the workplace.
Headquartered in Chattanooga, Tennessee, Unum also has significant US operations in Portland, Maine and over 35 field offices nationwide. Colonial Life is headquartered in Columbia, South Carolina with over 40 field offices nationwide. Starmount Life is based in Baton Rouge, Louisiana, and is the dental and vision center of excellence for Unum in the US.