Opportunity: Customer Care Specialist

Grade: 005

Company: Aflac Columbus

Location(s): Aflac Columbus, Ga

Division: Individual Benefits Operations

Recruiter: Jalisa Jakes

Job Summary

Receives generally routine customer requests/inquiries via internet, phone, email, chat, etc.; expertly, completely, and accurately communicates with customers to ensure satisfaction with Aflac’s services/products.

Principal Duties & Responsibilities

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  Under general supervision, receives inbound calls, email, or chats regarding Aflac products and services; provides thorough and accurate responses to policyholder or field force inquiries regarding policy or claim issues for Aflac products and services

• Accurately processes Point of Call transactions including, but not limited to, customer name changes, transfers, cancellations, and beneficiary changes; promotes good customer relations by providing premier customer service with a professional and friendly demeanor; develops customer relationships through rapport-building, listening skills, engaging the customer, seeking clarification, and building trust

• 
  Composes and/or generates communications to request information or confirm action taken; is responsive and timely with correspondence and problem resolution, and displays a caring attitude; coordinates with other departments/divisions as necessary to ensure customer satisfaction with Aflac's services and products

• Navigates computerized system for tracking, gathering, and researching information; routes and tracks outstanding requests to ensure policyholders and other customers receive complete, accurate and timely resolutions; refers unusual or more complex situations to appropriate point of contact or leader

• Maintains a position of trust and responsibility by keeping all customer information confidential; follows Aflac Insurance’s Code of Business Conduct and Ethics and other related policies, maintaining ethical behavior at all times; maintains knowledge of Aflac's policies and procedures, and takes responsibility for keeping up to date with changes

• 
  Maintains a well-developed knowledge base, and takes responsibility for keeping up to date with the assigned products and services offered by Aflac Insurance; continuously increases knowledge of assigned products and skills through self-motivation, formal education, seminars and available inhouse training

• Performs other related duties as required

Education & Experience Required

• 
  High School Diploma or Equivalent

• 
  1 - 2 years of related work experience and completion of required training programs

Or an equivalent combination of education and experience

Job Knowledge & Skills

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  Knowledge of principles and processes for providing customer and personal services, including customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction

• Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, and other office procedures

• Emotional intelligence skills shown through giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times

• Skill in selecting and using training/instructional methods and procedures when learning new policies, procedures, concepts or products

• Skill in managing one’s own time and actively looking for ways to help people whether team members or customers

• Skilled in verbal and written communication regardless of channel (phone, chat, email, text, social media, etc.) in order to convey information and ideas so others will understand

• Requires special communication skills including, but not limited to having the ability to defuse tough conversations in a high-emotion environment while maintaining a calm demeanor

• Problem solving skills

• Microsoft Excel skills

• Experience translating from Spanish to English and English to Spanish (for bilingual positions)

Competencies

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  Acting with Integrity
• Communicating Effectively
• Pursuing Self-Development
• Serving Customers
• Supporting Change
• Supporting Organizational Goals
• Working with Diverse Populations