Customer Care Specialist (Bilingual-Onsite- Windsor, CT)

$31,200 - $71,000/Yr

Aflac

Full-time - Entry Level

Hybrid

251-500 employees

Insurance Carriers and Related Activities

About the position

The position involves handling inquiries related to group life, disability, and absence claims at Aflac, a leading voluntary insurance company. The role requires effective communication with internal and external partners, ensuring adherence to risk and compliance policies, and providing high-quality customer service. The job is hybrid, requiring at least 60% of the work week to be spent on-site at the Windsor, CT campus, with the remainder being remote work.

Responsibilities

• Handles inquiries involving group life, disability and absence including claims, medical underwriting, and continuation of coverage.
• Handles first notices of loss for group life, disability and absence claims 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, deferring more complex queries to the senior advocate or leadership.
• 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.
• Mandatory Overtime during Peak Periods/Shift Work/Holiday Work, as required.
• Other duties as assigned by Team Manager or other member of Management team.

Requirements

• High School Diploma or Equivalent
• 6 or more months of contact center or customer service experience
• Insurance industry knowledge
• Proficiency with windows-based software 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
• Takes accountability for participating in the performance management cycle
• Takes action to improve performance on the job and to manage own personal development.

Nice-to-haves

• Bi-Lingual preferred

Benefits

• 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 (if eligible)
• Other leaves of absence (if eligible)