Job Posting End Date: 11/23 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 is the first level (Tier 1) intake support function within Global HR Service Delivery. Serves as the primary point of contact for employees, managers, retirees, applicants, and HR via phone and email regarding HR programs including but not limited to leave of absence, performance management, Workday support, HR portal navigation and other HR policy queries as needed. - Operates within established policies and procedures to provide high-quality customer service and HR operational support to key stakeholders. - Focuses on providing and processing consistent, accurate and timely information within established service level agreements. - Understands and articulates HR programs, policies, and procedures as they relate to the function, business or region supported. - Opens Tier 2 cases for Case Manager to resolve. - May perform other duties as assigned during fluctuation in demand (call/email volumes). Principal Duties and Responsibilities - Utilizes scripts, knowledgebase and/or case management system to respond and record query from employees, managers, retirees, and HR staff on HR or Payroll policies, procedures, and tools. - Provides excellent customer service in accordance with organizational service standards - Using basic knowledge of HR policies, procedures, standards, and legal requirements, answer related questions via phone and email within established SLAs - Owns responsibility for confidentiality, data integrity, ensuring its validity, accuracy and timely entry into the applicable HR system(s). - Consistently makes an independent business decision in response to customer queries - Articulates and maintains HR standards, inform management of issues or trends which require attention and suggest opportunities for improvement. - Knowledge and understanding of relative administration of all HR programs, products, services and workflow. - Strong commitment to helping others by displaying genuine interest in resolving queries within first resolution point and minimize the need for a call back. Job Specifications - Bachelor's degree preferred or equivalent experience in human resources, business administration or a related work experience preferred. - 1-2 years experience within a call center or customer service environment. - General understanding of HR and relevant corporate policies, processes, and systems. - Working knowledge of state and federal laws pertaining to human resources. - Good problem solving skills through exploring basic elements of a situation to fully understand and counsel employee and/or manager. - Demonstrated strong interpersonal skills and effective written and verbal communication skills. Strong listening skills and ability to be emphatic to customer needs while maintain confidentiality at all times. - Ability to multi-task with demonstrated ability to work in a fast paced environment handling a large volume of queries (email/calls). - Ability to work under pressure, remain calm, objective and controlled in responding to urgent or demanding situations. - Proficient with Microsoft Office Suite, call center telephony and/or case management systems. Preferred experience with Workday desired. - Ability to work independently as well as part of a team. - Demonstrated ability to handle conflict. - Seeks out job challenges and opportunities to constantly improve skills. 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. Company: Unum 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.
