UNUM Broker Services Specialist in Basingstoke, United Kingdom

We are Unum (pronounced you-num) and we’re one of the UK’s leading financial protection insurers; that means we sell Income Protection, Critical Illness cover and Life Insurance. You may not have heard of us before, so you probably don’t know that we’ve been around for over forty years and insure more people under our Income Protection products than Aviva, Legal and General, or Canada Life – companies you’re more likely to have heard of. We are working towards becoming the Employee Benefits provider of choice for working Britain.

General Summary:To provide excellent customer service that supports the activities of the Broker Service team, to ensure all aspects of policy administration are completed within agreed timescales and meet quality standards.

Key Accountabilities:Log Existing and New business quotes, and monitor quotes over 300 lives, including:- Securing further information from the broker to produce the best possible quote

  • Learn how to identify adverse risk- Proactively managing quote target dates with the customer and internally, ensuring completed quote meets broker requirements

  • Perform regular data and premium chasers for renewal

  • Actively manage and understand the needs of customer relationships to help retain existing business and encourage growth

  • Deal with day to day enquires by both telephone and email in a timely manner

  • Prepare and set up quotes (unlimited lives)

  • Manage the production and distribution of Scheme renewal documentation

  • Refer quotes over 300 lives to the Underwriting & Technical Centre, in a timely manner

  • Produce and issue quotes under 300 lives

  • Issue on risk pack

  • Produce Quote Acceptance Application Form on risk chasers

  • Index work as received via work flow system.

  • Follow agreed procedures to ensure quality service levels and compliance targets are met consistently and contribute to the smooth running of the team

  • Establish and maintain effective relationships with colleagues throughout the business to ensure we continue to provide the best quality service to our customers through efficient work practices.

  • Take responsibility for own development by actively seeking opportunities to improve own performance & ensure your agreed Personal Development Plan is progressed

  • Actively support and participate in the continuous improvement process

  • Ensure the continued protection of Unum’s information, by following all applicable Information Security policies and procedures and by reporting suspected weaknesses in information security controls to the Information Security Officer.

  • Maintain accurate scheme records to ensure that the information used to deal with customer queries is correct and the data held on our systems is accurate and conforms to company requirements

  • Understand how Conduct Risk, Treating Customers Fairly (TCF) Risk Management and Solvency II systems of Governance relate to both the role and the divisional activities and highlight any opportunities for improvement.

  • Comply with Unum’s Code of Conduct and other Company Policies and Procedures as appropriate to the role.

Behavioural Competencies:

  • Delivers ResultsSets high goals for personal accomplishment and contribution to team/department goals; monitors progress and works diligently to meet/exceed goals

  • Develops self and OthersDevelops strong business partnerships as a result of credibility, comprehensive understanding of the business and openness to diverse ideas / experiences and strong leadership skills; viewed as a subject matter expert by others. Provides high level of technical/professional knowledge and mentoring; stays ahead of internal and external trends.

  • Makes Effective Decisions

Applies critical thinking to make good fact-based decisions after assessing potential business implications holistically; shows good judgment in options selected.

  • Strong Business Acumen.Applies broad business knowledge of internal/external trends and evolving customer needs to lead and drive change, provide highly credible advice/counsel, and identify potential business process/ technology improvements that best achieve business goals

  • Strong Influencing SkillsUses appropriate influencing strategies and compromise to gain genuine agreement and achieve area and business goals.

  • Values Driven.Interacts with others, internally and externally, in a way that gives them confidence in one's intentions and those of the organization; operates with highest integrity/ethics.

Required Knowledge and Skills:


  • Develops solid knowledge of the Group Risk marketplace and Group products

  • Develops knowledge of processes in other Unum business areas and their impact on Group Business processes

  • Basic understanding of the customer feedback process

  • Basic understanding of service level agreements and business targets

  • Develops knowledge of corporate regulatory framework and standards including TCF, Risk Management and other Corporate programs


  • Solid relationship management skills

  • Good prioritisation and organisation skills

  • Ability to use all relevant Group Business systems

  • Solid mathematical/numerical skills

  • Ability to interpret information and make appropriate recommendations / take appropriate action.

  • Analytical and problem solving skills

  • Initiative, negotiation and decision making ability

Training Requirements:

  • Compulsory Annual Training

  • Group Business – Job Specific Training

  • Ongoing professional development

Minimum entry criteria:

  • PC Literate including Word, Excel and Outlook.

  • Experience in a financial service environment.

  • Ability to interpret written instructions, methodical, accurate and numerate.

  • Experience in a computerised and customer focussed office environment.

  • Good communication skills both written and verbal.

  • Has integrity to deliver on commitments to meet targets and deadlines.

  • Ability to work as a team member as well as on own initiative.

  • Ability to identify problems applies critical, logical reasoning to resolve issues.


This is a great opportunity to work for a UK subsidiary of a global organisation, we look after our employees, offer a great work-life balance, generous benefits, a professional challenge and fantastic career opportunities.


Unum UK

A Fortune 500 company, Unum’s family of 10,000 employees spans three countries and dozens of office locations. Our employees focus each day on delivering financial protection benefits to millions of workers and their families when they need it most.

The Unum enterprise includes Unum in the U.S. and U.K., Colonial Life and Starmount Life Insurance – each a market leader in making disability, life, accident, critical illness, dental and vision insurance accessible in the workplace.