Customer Care Specialist
Salary Range: $31,200 – $71,000
Job Posting End Date: November 22 , 2024
We’ve Got You Under Our Wing
We are the duck. We develop and empower our people, cultivate relationships, give back to our community, and celebrate every success along the way. We do it all…The Aflac Way.
Aflac, a Fortune 500 company, is an industry leader in voluntary insurance products that pay cash directly to policyholders and one of America's best-known brands. Aflac has been recognized as Fortune’s 50 Best Workplaces for Diversity and as one of World’s Most Ethical Companies by Ethisphere.com.
Our business is about being there for people in need. So, ask yourself, are you the duck? If so, there’s a home, and a flourishing career for you at Aflac.
Work Designation. This role is hybrid and residence in the state of Connecticut is required. This means you will be expected to report to one of our Aflac offices located in Windsor, CT for at least 40% of the work week. You will work from your home (within the state of Connecticut) for the remaining portion of the work week. Details of this schedule will be discussed with your leadership.
What does it take to be successful at Aflac?
- Acting with Integrity
- Communicating Effectively
- Pursuing Self-Development
- Serving Customers
- Supporting Change
- Supporting Organizational Goals
- Working with Diverse Populations
What does it take to be successful in this role?
- Insurance industry knowledge
- Proficiency with windows-based software applications
- Proven ability to navigate through multiple systems and applications
- Proficiency with Microsoft office suite of products including Excel, PowerPoint, and Word
- Proficiency in keyboarding skills
- Detail oriented
- Strong verbal and written communication skills
- Data entry experience
- Demonstrated practical understanding of how processes and systems in own area of work relate to the management of risk and compliance
- Demonstrated commitment to corporate and service values
- Takes accountability for participating in the performance management cycle
- Takes action to improve performance on the job and to manage own personal development
Education & Experience Required
- High School Diploma or Equivalent
- 1 - 2 years of related work experience and completion of required training programs
Education & Experience Preferred
- Bi-Lingual preferred
Or an equivalent combination of education and experience
Principal Duties & Responsibilities
- Handles inquiries involving group life, disability and absence including claims, medical underwriting, and continuation of coverage
- Handles first notices of loss for group life, disability and absence claims via telephone and non-phone channels of work
- Interacts with internal/external business partners, including insureds and claimants, in a professional, productive, and positive manner
- Meets established departmental quality, service, phone metric, and productivity objectives
- Prepares documents, communications and other materials using established formats and standard software
- Resolves standard and complex inquiries and problems, defers more complex queries to the senior advocate or leadership in order to provide an effective service and clear advice to colleagues and customers
- Liaises with internal and external customers to exchange information, clarify facts, and resolve queries and/or problems efficiently
- Provides feedback and recommendations to the team to improve the quality of customer care
- Follows procedures to ensure adherence to the company´s risk and compliance policies
- Assists co-workers with knowledge and support
- Mandatory Overtime during Peak Periods/Shift Work/Holiday Work, as required
- Other duties as assigned by Team Manager or other member of Management team