Customer Care Specialist

Customer Care Specialist

Location:

Remote, US;
Windsor, CT, US 06095

Salary Range: $37,440 – $55,000

Job Type: Hybrid – reports to Aflac Windsor office 60% of week, remote rest.

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?

• Knowledge of customer and personal services principles and processes, including needs assessment, meeting quality standards, and evaluating satisfaction.
• Knowledge of administrative and clerical procedures and systems, such as word processing, managing files and records, and other office procedures.
• Emotional intelligence skills, including full attention, understanding, asking questions, not interrupting at inappropriate times.
• Skill in selecting and using training/instructional methods when learning new policies, procedures, concepts or products.
• Skill in managing one's time and looking for ways to help team members or customers.
• Skilled in verbal and written communication across channels (phone, chat, email, text, social media) to convey information clearly.
• Special communication skills to defuse tough conversations in high-emotion environments while maintaining calm.
• Problem solving skills.
• Microsoft Excel skills.
• Experience translating from Spanish to English and English to Spanish (for bilingual positions).

• High School Diploma or Equivalent.
• 1 – 2 years of related work experience and completion of required training programs.

• Bi-lingual (Spanish/English).

• Under general supervision, receive inbound calls, email, or chats regarding Aflac products and services; provide thorough and accurate responses to policyholder or field force inquiries.
• Accurately process Point of Call transactions (name changes, transfers, cancellations, beneficiary changes); promote good customer relations with professional, friendly demeanor; build rapport and trust.
• Compose and generate communications to request information or confirm actions taken; respond promptly with problem resolution and caring attitude; coordinate with other departments as needed.
• Navigate computerized system for tracking, gathering, and researching information; route and track outstanding requests to ensure timely resolution; refer complex situations to appropriate points of contact or leaders.
• Maintain confidentiality of customer information; follow Aflac Insurance’s Code of Business Conduct and Ethics and related policies; remain current on policies and procedures.
• Maintain a well-developed knowledge base of assigned products and services; stay updated via self-motivation, formal education, seminars, and in-house training.
• Perform other related duties as required.

The salary range for this job is $37,440 to $55,000. The range is specific to the job and considers education, experience, licensure, certifications, geographic location, and peer compensation. It may be lower at hiring and allows for future growth.

Additional compensation may include potential incentive pay and benefits. In addition to base salary, benefits include medical, dental, and vision coverage; prescription drug coverage; health care flexible spending; dependent care flexible spending;
Aflac supplemental policies at no cost; 401(k) plan; annual bonuses; opportunity to purchase company stock; 11 paid holidays; up to 20 days PTO; state-mandated sick leave; other leave of absence.