Customer Care Specialist at Aflac, Incorporated Windsor, CT

Customer Care Specialist job at Aflac, Incorporated. Windsor, CT.

Salary Range: $37,440 – $55,000

Job Posting End Date: This job will be posted on an ongoing basis.

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

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?

• 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)

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

Education & Experience Preferred

• Bi-Lingual (not required)

Principal Duties & Responsibilities

• 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 service
• 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…