Unum UK

Affiliate Manager

• 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

Solutions Partner Liaison

Claims Specialist

• Provide customer service to internal and external customers and key stakeholders across Claims Administration
• Complete claims administration tasks, including registrations, medical fee processing, claim packs, letters, information requests, data amendments, post and enquiry indexing, orphan work items, group mailboxes, and filter sheets
• Manage Broker and customer calls through the Group telephone line
• Action ad-hoc customer requests and out-of-hours voicemails
• Process rehabilitation referrals and coordinate group workshop and specialist assessment referrals
• Administer Total and Permanent and Extended Duration Long-Term Claim blocks
• Investigate claims, assess ongoing liability and continued validity using medical knowledge and policy documentation
• Obtain necessary information, set management plans, and submit cases for roundtable review and assessment
• Manage customer expectations, monitor feedback, and address issues
• Manage conflicting demands and prioritise actions
• Identify process improvements supporting cost efficiency, customer experience, and team productivity
• Protect Unum information and report suspected information-security control weaknesses
• Live Unum Leadership Expectations and values

Claims Coordinator

Customer Support

• Evaluate strategy choices and long-term impacts, including supporting business development activities
• Aggregate and analyze CX portfolio data focused on growth, persistency, and efficiency
• Develop presentation materials for senior leadership and Board of Directors meetings
• Partner with business leaders on complex functional-area business plans and report plan status, risks, and off-track items
• Engage business and IT leaders to develop metrics-driven business cases for complex experiences
• Promote agile frameworks, communication, collaboration, and tracking of experience portfolio results and metrics
• Maintain strategic alignment and evaluate prioritization of complex experience backlogs
• Evaluate return on investment for completed or implemented projects and support benefit realization accountability
• Facilitate cross-team planning and manage dependencies
• Support capital planning and reporting across planning, finance, and IT
• Train and mentor less experienced team members
• Support transformation initiatives through communication and coordination
• Promote change and act as a catalyst for change across the corporation

Solutions Partner Liaison

Claims Coordinator

Senior Customer Experience Manager