[Hiring] Customer Care Advocate @Aflac, Incorporated

Role Description

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.

This role is a remote role. This means you will be expected to work from your home, within the continental US. If the role is remote, there may be occasions that you are requested to come to the office based on business need. Any requests to come to the office would be communicated with you in advance.

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
• Demonstrated independent, critical thinking
• 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 through actions and behaviors
• Takes accountability for participating in the performance management cycle
• Takes action to improve performance on the job and to manage own personal development

Qualifications

• High School Diploma or Equivalent
• 1+ years of contact center or customer service experience
• Or an equivalent combination of education and experience

Requirements

• Handles inquiries involving group coverage, including life, disability, absence, critical illness, hospital indemnity, and accident, focusing on policy information, claims, medical underwriting, and continuation of coverage
• Handles initial claim reporting and ongoing claim questions 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, utilizing soft skills to meet customer needs and tailor the interaction to the specific customers, style, speed and situation
• Ability to work under minimal supervision in an unscripted call environment, gather and analyze information from a diverse set of resources, internal job aids, and individuals to fully understand and resolve a problem; proactively anticipate needs and prioritize action steps utilizing critical thinking skills
• 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
• Adherence to assigned shift based on business needs; mandatory overtime during Peak Periods/Shift Work/Holiday Work, as required
• Other duties as assigned by Team Manager or other member of Management team

Benefits

• The salary range for this job is $37,440 to $55,000.
• In addition to the base salary, we offer an array of benefits to meet your needs including:
  • Medical, dental, and vision coverage
  • Prescription drug coverage
  • Health care flexible spending
  • Dependent care flexible spending
  • Aflac supplemental policies (Accident, Cancer, Critical Illness and Hospital Indemnity offered at no costs to employee)
  • 401(k) plans
  • Annual bonuses
  • Opportunity to purchase company stock
  • 11 paid holidays
  • Up to 20 days PTO to be used for any reason
  • State-mandated sick leave (Washington employees accrue 1-hour sick leave for every 40 hours worked)
  • Other leaves of absence, if eligible
• Aflac complies with all applicable leave laws, including, but not limited to, sick and safe leave, and adoption and parental leave, in all states and localities.