Job Description

Customer Care Specialist (Bi-lingual Preferred)

The Location: Remote, US, 31999 Windsor, CT, US, 06095

Worker Designation This role is hybrid. This means you will be expected to report to one of our Aflac offices located in Windsor, CT for at least 60% of the work week. You will work from your home (within the continental US) for the remaining portion of the work week. Details of this schedule will be discussed with your leadership.

Depending on your location within the continental US, this role may be hybrid or remote.

• If you live within 50 miles of the Aflac offices located in Windsor, CT, this role will be hybrid. This means you will be expected to work in the office for at least 60% of the work week. You will work from your home (within the continental US) for the remaining portion of the work week. Details of this schedule will be discussed with your leadership.
• If you live more than 50 miles from the Aflac offices located in Windsor, CT, this role will be remote. 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?

• 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 ensure policy-holders 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 in-house training
• Performs other related duties as required

Total Rewards

The salary range for this job is $37,440 to $55,000. This range is specific to the job and salary offers consider a wide range of factors that are considered in making compensation decisions, including, but not limited to: education, experience, licensure, certifications, geographic location, and peer compensation. The range has been created in good faith based on information known to Aflac at the time of the posting.

At Aflac, it is not typical for an individual to be hired at or near the top of the range for the role to allow for future and continued salary growth, and compensation decisions are dependent on the circumstances of each case. This salary range does not include any potential incentive pay or benefits, however, such information will be provided separately when appropriate.

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, and an opportunity to purchase company stock. On an annual basis, you'll also be offered 11 paid holidays, up to 20 days PTO to be used for any reason, and, if eligible, state-mandated sick leave (Washington employees accrue 1-hour sick leave for every 40 hours worked) and other leaves of absence, if eligible, when needed to support your physical, financial, and emotional well-being. 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.

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