Account Services Consultant

Long-Term Care Consultant

This role serves as the primary contact for LTC policyholders, brokers, and internal field & service partners, providing consultative service and policy support for employer and/or individual customers. The consultant role strives to leverage each service interaction as a strategic engagement opportunity to educate policyholders on their plan or coverage options, and to enable policy change actions that balance the customer's needs with Unum's closed block strategy. In collaboration with our Product & Repricing and Client Administration teams, this role contributes to LTC Operations' strategic initiatives focused on rate increase execution, footprint reduction and contract management.

Principal Duties and Responsibilities:

• Serves as the product's main point of contact for Brokers, Plan Administrators, insureds and vendors; develops strong collaborative partnerships within the team, across functional areas and with external customers.
• Actively participates in customer relationship management.
• Manages enrollment events, including tracking of application and census information as needed; audits deduction files to ensure monthly ongoing accuracy of billing following enrollment.
• Performs monthly audits, such as enrollment activity, appropriate premium remittance, and accurate allocation.
• Responsible for the servicing of customer and internal partner requests to include inbound/outbound calls, email inquiries, service requests and general mail.
• Clearly communicates information about products, administrative processes and rate increases to internal and external constituents; proactively identifies and recommends effective solutions.
• Responsible for ensuring that accurate and timely coverage and administrative changes within multiple legacy systems are completed. This involves providing direction, feedback and partnering with internal enrollment processing teams as necessary.
• Analyze requests for changes to ensure understanding of intended change.
• Manages overall accounting for all assigned customers, including Due & Unpaid premium and Suspense by ensuring that premium is allocated timely and appropriately.
• Performs monthly audits on all accounts that have balances or credits due and partners with policyholders, brokers, and field office Client Managers to ensure that issues are communicated and resolved timely and accurately.
• Upholds Unum LTC's strict guidelines on past due premium, which includes taking appropriate collections action and scheduling termination dates for policies that have balances due outside of grace period.
• Identifies, develops, and communicates solutions for complex/customized billing or administrative changes. This may include alternative billing arrangements or use of new or existing tools to both benefit Unum and the customer.
• Solicit feedback/assistance from Sr. ASC on approach and solutions available to present to customer.
• Manage the offering of coverage and administration solutions that meet customer expectations. Provide options in collaboration with internal/external partners and the customer which contribute to meeting the department's goals.
• Effectively manage and collaborate with wide range of customers to ensure timely service, quality and customer needs are met or exceeded.
• Constantly watch for business trends and proactively propose recommendations and solutions. Refer to management as appropriate for further action.
• Adhere to established department expectations when independently analyzing various daily, weekly and monthly reports and taking appropriate action.
• Actively seek opportunities to implement changes which improve workflow, accuracy, reduction of operating costs, timeliness, productivity, and customer satisfaction.
• Embraces and leads change. Pursues opportunities to serve on project teams as needed.
• Contribute to team and individual accountabilities to meet service goals and quality expectations. Ensure the focus is on the customer. Assist other team members as needed when Turnaround times (TATs) for them are below established goals.
• Required to ensure policy/contract compliance with state and federal legislation and established risk and administrative rules.
• Must have a proven, demonstrated ability to process a variety of products and type of business, from standard to complex.
• Effectively handles a full caseload of assigned field offices with the highest quality.
• May perform other duties as assigned.

Job Specifications:

• Bachelor's degree preferred or equivalent, relevant business experience required.
• 2 years or more of LTC product and systems experience preferred or equivalent product contractual, administration, billing and systems experience required.
• Solid knowledge of Unum's Long-Term Care product portfolio, and contractual provisions.
• Proven ability to make sound business decisions using critical thinking, which balance customer satisfaction and financial integrity.
• Highly motivated and able to resolve problems/issues without the involvement of a manager.
• Strong influencing/negotiation skills.
• Strong mathematical aptitude and analytical skills.
• Effective and experienced commitment to exceed customer needs.
• Strong communication and interpersonal skills (phone skill, oral and written).
• Strong partnering skills which contribute to building relationships with partners and other service team members. Displays team-oriented skills.
• Proficient in PC applications (e.g., Microsoft Office) with emphasis on Excel.
• Strong ability to adapt and work effectively in a continuously changing environment. Able to multi-task and prioritize appropriately when competing demands develop.
• Self-directed ability to work in fast paced environment, both as part of team and individually.
• Actively seeks out developmental opportunities and continuously improve skills of self and others.
• Demonstrates high level of professionalism.
• Demonstrates strong organizational skills, detail oriented with high focus in quality. Must be able to independently balance multiple tasks concurrently, while keeping all on schedule.