UNUM IDI Senior Implementation Specialist in Worcester, Massachusetts

Job Posting End Date: 12/27

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 position is accountable for the successful on-boarding of standard integrated cases to include enrollment support requiring limited technology solutions. The customer will include field partners, plan administrators brokers, enrollment firms and technology partners. Through the acquisition process this role is accountable for new case oversight, driving implementation activities from the point of pre-submission and case consultation, through successful presentation of the first accurate customer bill. The role operates with a sales and marketing perspective, understands key relationships and engages partners when necessary. This role may also include plan design support to the Field, Plan Administrators, Producers, Underwriting, and other various areas to ensure completeness and accuracy of the new sale implementation. This role effectively collaborates across all areas to ensure a positive customer experience.

Principal Duties and Responsibilities

  • Manage new business issue, including pre-sale partnering and delivery process including data collection, integrity of data and quality of deliverables to achieve completion within cycle time targets

  • Accurately code systems (e.g. for creation of contract, first bill, booklet text, and commission schedules, etc.)

  • Effectively consult with customers to ensure understanding of administrative procedures (including billing, claims, and enrollment), along with setting appropriate expectations with regards to these processes and impact to delivery of bills, contracts, and booklet text

  • Identify change requests that will impact overall risk and/or rates and notify field partners of the implications of an exception/change

  • Support efforts to identify and improve customer service, may participate in projects and studies regarding major changes to new account creation and information collection

  • Have an appropriate sense of urgency in responding to field partner, broker and customer inquiries to ensure that responsiveness and service standards are being met

  • Leverage internal partnerships to find service resolutions and make it easy for our customers to do business with Unum

  • Participates in customer implementation meeting as appropriate

  • May perform other duties as assigned

Job Specifications

  • Bachelors degree preferred or equivalent, relevant business experiences

  • 2+ years of experience in Customer Services or related industry/field

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

  • Excellent interpersonal, verbal and written communication skills

  • Knowledge of functional systems within Unum and corresponding business applications

  • Experience in successfully managing concurrent projects and managing multiple resources

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

  • Supports a culture that is externally focused

  • Ability to analyze problems and develop and execute creative, customer-focused solutions

  • Ability to be flexible with work schedule to ensure overall business needs are met

  • May require occasional travel

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.