Our Story
Unum Technology Centre in Carlow serves as a strategic software development and IT services centre supporting Unum, a leading provider of income protection in the US. Our team of IT professionals build solutions and critical business applications to digitally transform the way we do business.
This position works in direct partnership with customers and business partners to implement and maintain electronic data interchange technology enabled services between Unum's systems and other vendors (e.g., benefits administration providers, technology partners, employers, brokers).
This position requires an in-depth knowledge and understanding of Unum’s technology, product portfolio and the impact to our pre-sale, onboarding, and continued administration management.
The Role
- Effectively and proactively consult with customers to drive set up of their technology that meets the specific needs (including billing, claims, and enrollment), along with setting appropriate expectations with regards to these processes and impact to delivery of bills and contracts.
- The specialist provides expert advice and technical support on all aspects of Unum’s technology capabilities process and oversees the setup and maintenance of technology onboarding with our clients and technology partners.
- Identify potential issues, concerns, and problems through problem solving, seeking root cause, and identifying solutions that provide an improved client experience.
- Oversees the creation/interpretation of connection and system integration requirements, the testing and implementation of new data interchanges, and the ongoing daily operational support.
- Collaborate with business partners to provide subject matter expertise on Unum’s data models, associated systems, and technology, in support of sales, implementation, administration, benefits and other key internal business processes.
- Facilitates calls regarding file requirements, mapping documents, and timelines with the client, partners, IT resources and the implementation team to determine technical infrastructure requirements to support accurate contract administration.
- Ensure set up of technology solutions to support ongoing administration and eligibility. This includes troubleshooting data options, education of the services, submitting appropriate file set up requests, working with internal and external partners to accomplish testing needs and communication to all stakeholders during the process until files are successfully in production.
- Consult, as the subject matter expert, on maintenance and troubleshooting of the file feed, including data mapping and format, as needed.
Additional Responsibilities
- Assist in process improvements, system enhancements, and general problem solving to improve the customer experience and team effectiveness.
- Build strong partnerships with internal business, field, and IT teams.
- Develop project plans and delivery timelines related to the technology enablement process and manage the timeline to ensure integration is delivered with a high level of quality and on in line with ‘go live’ date expectations.
- Issue resolution and ownership for identified errors.
- Responsible for ongoing management of existing data feeds in support of enhancements and updates.
- Support acquisition of new business by responding to RFP and other pre-sale requests regarding feed implementations.
- Participates in customer implementation meetings as needed to support the onboarding process. Achieve high customer satisfaction during customer acquisition through building of relationship with the customer during the implementation period
- Provides support to all onboarding tiers as volume of work and capacity demands
- Provide training, mentoring, and coaching as applicable.
- Demonstrates strong leadership behaviors as defined in Unum’s Leadership and Our Value characteristics.
What you offer
- BS degree preferred or equivalent experience in a related technical field
- 2+ years of experience in the customer service, insurance, or IT related industry
- Business acumen and an understanding of the customer lifecycle administrative process.
- Ability to work cooperatively.
- Strong verbal and written communication skills.
- Strong leadership qualities that drive change to achieve business results
- Technology/IT experience working directly with customers and/or carriers, and developing Technology solutions for HRIS/payroll/Ben Admin systems preferred
- SQL knowledge, 834 file, XML file and data analyzation experience a plus
- Desktop application experience using Microsoft Excel and/or Access a plus
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What We Offer
Our size and successful history in Carlow means we can offer you exceptional development and progression, supported by continual learning programs, IT Certifications & third level tuition reimbursement. We offer work-life-balance with flexible working arrangements (including hybrid) and initiatives in support of your well-being. Our attractive range of benefits and reward initiatives includes competitive compensation, 25 days annual leave, paid health insurance, pension scheme, annual performance-based bonus, paid maternity/paternity/adoptive leave, reward programs, and an opportunity to engage with charity and community activities.
Company:
Unum
