About Our Technology Centre
Located in Carlow, our Unum Technology Centre serves as a strategic software development and IT services hub, supporting Unum, a leading provider of income protection in the US.
Our Team's Mission
Our team of IT professionals build solutions and critical business applications to digitally transform the way we do business.
Your Role
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).
Key Responsibilities
* Effectively and proactively consult with customers to drive set up of their technology that meets specific needs (including billing, claims, and enrollment), along with setting appropriate expectations regarding these processes and impact to delivery of bills and contracts.
* Identify potential issues, concerns, and problems through problem solving, seeking root cause, and identifying solutions that provide an improved client experience.
* Oversee 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.
* Facilitate 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 the set up of technology solutions to support ongoing administration and eligibility.
* Consult, as the subject matter expert, on maintenance and troubleshooting of the file feed, including data mapping and format, as needed.
* 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 time 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 RFPs and other pre-sale requests regarding feed implementations.
* Participate 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.
* Demonstrate strong leadership behaviours as defined in Unum's Leadership and We are Unum characteristics.
Requirements
* Bachelor's degree preferred or equivalent experience in a related technical field.
* 2+ years of experience in the customer service, insurance, or IT-related industry.
* 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.
What We Offer
* Exceptional development and progression supported by continual learning programs, IT certifications & third-level tuition reimbursement.
* Work-life balance with flexible working arrangements (including hybrid) and initiatives in support of your well-being.
* An 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.