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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Total Leave digital capabilities, including knowledge of STD, FMLA, ADA, and PFL regulations. Strong problem-solving and customer service skills are essential for managing complex claims and fostering client relationships.
Highest-signal resume keywords
Total Leave Digital CapabilitiesClaims ManagementCustomer ServiceProblem-SolvingClient Relationship Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Claims ExperienceLeave ManagementKnowledge of STDKnowledge of FMLAKnowledge of ADAKnowledge of PFLProficiency in Solutions PortfolioProficiency in Unum ProductsSOPs KnowledgeEligibility Procedures
Soft Skills
Conflict ResolutionCollaborationInfluencingChange ManagementMentoring
Industry Keywords
Total LeaveSelf-Service CapabilitiesOperational TeamsContinuous ImprovementAction PlansBusiness IndicatorsTrends ReportingClient EducationProblem-Solving SkillsRelationship Building
About the role
Key responsibilities & impact- Promote Total Leave digital capabilities and encourage clients and their employees to adopt self-service capabilities
- Serve as the primary point of contact for complex STD, Leave, PFL, and ADA questions
- Facilitate agreed-upon resolutions with field teams, clients, Solutions Partner Consultants, operational teams, and management
- Handle complex status questions on individual claims and leaves
- Develop and execute action plans and escalate issues to appropriate internal stakeholders
- Identify trends and report issues affecting claims and leaves
- Build relationships with operations leaders to communicate and solve problems
- Maintain expertise in the Total Leave digital ecosystem and new solutions
- Provide insight into digital capabilities to support continuous improvement
- Educate clients on Total Leave products, workflows, and regulations
- Apply knowledge of systems, SOPs, intake and eligibility procedures, and product information
- Support and mentor peers and new team members
- Perform other duties as assigned
Requirements
What you’ll need- Four-year degree or equivalent experience recommended
- Strong technical claims/leave experience
- Proven customer service and problem-solving skills
- Knowledge and proficiency in STD and FMLA
- Ability to quickly upskill on ADA and PFL as needed
- Proficient in Solutions and Unum product portfolio
- Ability to resolve conflicts in an open and positive manner
- Ability to build understanding, acceptance, and commitment through the change process
- Ability to take appropriate actions based on key business indicators/trends
- Demonstrated influencing, collaboration, and client relationship management experience
Benefits
Comp & perks- Award-winning culture
- Inclusion and diversity as a priority
- Performance Based Incentive Plans
- Competitive benefits package including 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
- Healthcare benefits (health, vision, dental)
- Insurance benefits (short & long-term disability)
- Paid time off
- 401(k) retirement plan with employer match up to 5% and an additional 4.5% contribution whether you contribute or not