Nicola Stepnick
Gorham,ME
Summary
Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication.
Skills
- Customer Needs Assessments
- Issue Identification
- Issue Resolution
- Performance Goals
- Customer Experience
- Documentation
- Computer Skills
- Verifying Data Accuracy
- Personable Demeanor
- Critical Thinker
- Team Player
Overview
5
5
years of professional experience
Education
Bachelor of Science - Health Science
University of Southern Maine
Portland, ME05.2019
Work History
Job Profile Name Client Experience Rep I
Unum Insurance
08.2019 - Current
- Engage in education to continually retain deep/broad knowledge of voluntary benefits and group administration to respond to any type of inquiry leveraging multitude of systems/workflows.
- Ability to attain and retain specific subject matter expertise as may be requested for designated service support.
- Meet individual goals with continuous focus on team results.
- Provide mentor/coaching/training support to team members and other partner areas.
- Make discretionary/exception decisions based on record, case, and circumstance.
- Be strong advocate for adoption of digital tools for clients, agents and brokers through education and sharing value to improve adoption, utilization, and overall customer satisfaction.
- Develop, strengthen, and build deep relationships with plan administrators, brokers, home, and field office partners while exemplifying high degree of professionalism.
- Serve as dedicated resource to provide service support for select broker, agent and/or plan administrator partners, as primary priority within role, as needed.
- Offer/promote capabilities by aligning customer needs with target offering; provide clear, concise communications involving persuasion, negotiation and/or education always driving toward customer self-sufficiency. Comfort with outbound educational call outreach.
- Anticipate and represent needs/expectations of plan administrators/brokers. Have foresight to utilize knowledge/skills to adjust service as expectations evolve in service model and/or custom-base modifications and digital assets.
- Achieve high customer satisfaction of ongoing administration processes.
- Research, evaluate and respond to service issues. Reliance on advanced problem-solving skills, exceptional communication skills, strong product/risk knowledge and process expertise.
- Partner with field through escalation of growth and/or at-risk indicators.
- Reflect sense of customer intimacy – know who the customer is, what products they have with us and what their recent interaction history includes. Utilize this customer knowledge to proactively educate and influence clients, agents, and brokers on digital assets.
- Establish strong partnerships with relevant partner areas (e.g., Integrated Client Services, Benefits, Colonial Life Billing and other customer service or administration roles).
- Help identify and support change initiatives to improve workflow, enhance customer service and reduce operating costs.
- Recognize trends and root causes; create solutions to prevent future occurrences. Act as an advocate for field offices by surfacing trends/sales barriers/service model breakdowns to appropriate partners.
- May perform other duties as assigned including special projects/initiatives.
- 95.7% audit score in overall accuracy, communication and documentation.
Client Service Coordinator
COR
02.2019 - 07.2019
- Communicates directly with families, clients and referral sources to ensure that care is appropriate and of quality.
- Perform all documentation requirements to meet Company's policy and regulatory requirements.
- Assist in auditing all client records to meet Company's Quality Assurance / Quality Improvement requirements as assigned.
- Perform monthly calls to all staff who work within the department to obtain updates, concerns, and conduct surveys.
- Assist the management of client file preparation, client monthly paperwork mailings and documents tracking as assigned.
- Input client and staff information into the Company's client database as required.
- Coordinate with all staff to ensure that their scheduling needs are being met.
- Develop and maintain strong relationships with referral sources, other agencies and regulatory bodies within the community.
- Maintain confidentiality in accordance with the Company's policy and regulatory requirements.
- Working in a fast-paced environment and being part of a collaborative team.
Timeline
Job Profile Name Client Experience Rep I
Unum Insurance
08.2019 - Current
Client Service Coordinator
COR
02.2019 - 07.2019
Bachelor of Science - Health Science
University of Southern Maine
Similar Profiles
LUKE FOGGLUKE FOGG
Long-Term Disability Benefit Specialist at Unum InsuranceLong-Term Disability Benefit Specialist at Unum Insurance
Meldonna GrayMeldonna Gray
Customer Advisor at Unum InsuranceCustomer Advisor at Unum Insurance
Brandon BissonBrandon Bisson
Benefits Coordinator at Unum InsuranceBenefits Coordinator at Unum Insurance
Rachael HarrisRachael Harris
Disability Claims Specialist at Unum InsuranceDisability Claims Specialist at Unum Insurance
Jessica McBradyJessica McBrady
Clinical Application Analyst at Northern Light Health System (IS Department Acquired by Optum)Clinical Application Analyst at Northern Light Health System (IS Department Acquired by Optum)