UNUM Service Consultant in Worcester, Massachusetts

Job Posting End Date: 04/22

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 33 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 has significant US operations in Portland, Maine, Worcester, Massachusetts, and Glendale, California with 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:This home office service position will give exposure to the Account Manager position by partnering with Account Managers to help support the service strategies for Executive Benefit Reps (EBR), Plan Administrators, and Brokers. This position will co-own less active/complex small cases to build Account Management acumen.

Principal Duties and Responsibilities

Partner with Account managers to triage all service requests for prioritization and service resolution. Service requests to be supported by this role include:

Adding Policy and Social Security Numbers

Comparing policies and contracts

Broker Compensation issues/questions requiring escalation

Name/address changes when research is required

GCI Setups

Partner with Account managers to develop and execute small case maintenance and onboarding activities. Monitor service request intake, prioritize and execute on service resolution according to established turnaround times. Respond to customer inquiries and issues as appropriate. Develop and maintain strong working relationships with internal business partners, acting as a liaison between internal resources and the customer as appropriate. Partner with internal resources to resolve service requests. Ensure customer receives a timely response by setting turnaround expectations, monitoring and following-up on service requests. Communicate with external partners/customer on service resolution activities as appropriate. Provide support to the GCI solicitation process by processing applicable communications, following up on pending information, and updating appropriate tracking tools. Provide support to Account Managers as required based on the assigned block’s service and growth strategies. Demonstrate the attributes of a team player:

Provide support to peers and Account Managers during high volume transaction periods

Provide back-up for peers and Account Managers during absences

May perform other duties as assigned

Job Specifications

  • Bachelor’s degree preferred or equivalent, relevant business experiences

  • Ability to weigh competing options and effectively recommend solutions and communicate difficult decisions

  • Works well under pressure, managing multiple priorities and tight deadlines

  • Ability to critically think and plan, negotiate, organize, and influence internal and external resources

  • Strong interpersonal, verbal and written communication skills; strong presentation skills

  • Ability to embrace and adapt to change to improve process, efficiency and service

  • Demonstrates capacity to learn and understand the marketplace, value of Brokers and challenges of Plan Administrators

  • Ability to drive results through others.

Unum and its family of businesses offer world-class training and development, generous compensation and benefits packages, and a culture built on employee ideas.

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.



A Fortune 500 company, Unum’s family of 10,000 employees spans three countries and dozens of office locations. Our employees focus each day on delivering financial protection benefits to millions of workers and their families when they need it most.

The Unum enterprise includes Unum in the U.S. and U.K., Colonial Life and Starmount Life Insurance – each a market leader in making disability, life, accident, critical illness, dental and vision insurance accessible in the workplace.