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). It requires an in‑depth knowledge and understanding of Unum’s technology, product portfolio and the impact on pre‑sale, onboarding and continued administration management.
The Role
Consult with customers to drive the set up of their technology to meet specific needs (billing, claims, enrollment) and set expectations regarding processes and delivery impact.
Provide expert advice and technical support on all aspects of Unum’s technology capabilities, overseeing the setup and maintenance of technology onboarding with clients and partners.
Identify potential issues, concerns and problems, seeking root cause and solutions to improve client experience.
Oversee creation/interpretation of connection and system integration requirements, testing and implementation of new data interchanges, and ongoing daily operational support.
Collaborate with business partners to provide subject‑matter expertise on data models, associated systems and technology for sales, implementation, administration, benefits and other key processes.
Facilitate calls regarding file requirements, mapping documents and timelines with clients, partners, IT resources and implementation teams to determine technical infrastructure requirements.
Ensure set up of technology solutions to support ongoing administration and eligibility, troubleshoot data options, educate services, submit file set up requests and communicate with stakeholders until files are in production.
Act as subject‑matter expert on maintenance and troubleshooting of the file feed, including data mapping and format.
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 technology enablement and manage the timeline to ensure high‑quality integration and on‑line go‑live date expectations.
Own issue resolution for identified errors.
Manage ongoing 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 to support onboarding and achieve high customer satisfaction.
Provide support to all onboarding tiers based on workload and capacity demands.
Provide training, mentoring and coaching as applicable.
Demonstrate 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 customer service, insurance or IT related industry.
Business acumen and 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.
Experience working directly with customers and/or carriers, and developing technology solutions for HRIS/payroll/benefit administration systems.
SQL knowledge, 834 file, XML file and data analysis experience is a plus.
Desktop application experience using Microsoft Excel and/or Access is a plus.
What We Offer
Our size and successful history in Carlow means we can offer 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 supporting your well‑being. Our attractive benefits include competitive compensation, 25 days annual leave, paid health insurance, pension scheme, annual performance‑based bonus, paid maternity/paternity/adoptive leave, reward programmes, and opportunities to engage with charity and community activities.
Company
Unum
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