Customer Service Lead

Salary Range: $35,000 - $80,000

 

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 Ethisphere.com.

 

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.

 

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. 

 

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?

• Proven ability to navigate through multiple systems and applications

 

• Strong personal computer skills with experience in Windows-based software;

 

• Proficiency with Microsoft office suite of products including Excel, PowerPoint, and Word

 

• Broad knowledge of Aflac products/services and systems is preferred

 

• Expertise in FMLA, Short Term Disability, and Long Term Disability, including federal, state, and local regulatory requirements

 

• Moderate knowledge of Group Long Term Disability, Premium Waiver and Life

 

• Detail Oriented; Ability to complete project work independently and efficiently

 

• Excellent presentation, oral, written, and interpersonal communications skills to effectively interact

 

• 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 action to improve performance on the job and to manage own personal development

 

• Experience in providing feedback and coaching in a professional setting

 

• Experience de-escalating customers and coaching others to handle escalated callers

 

• Knowledge of employee relations to conduct and deal with employee issues in a proactive manner

 

Education & Experience Required

• High School Diploma or Equivalent
• 3 plus years of contact center/ customer service experience

Or an equivalent combination of education and experience

 

Education & Experience Preferred

• Bachelor's Degree In a related field

 

Principal Duties & Responsibilities

• Supports the daily operations of the business unit; performs independent review of problem situations; recommends solutions and implements actions to resolve problems and ensure customer satisfaction; coordinates processes and procedures to streamline activities to enhance service productivity, and quality

 

• Monitors overall workflow of the business unit and ensures that workflow processes facilitate effective and efficient use of corporate resources and enhance customer satisfaction

 

• Assists in supporting strategic and tactical operational plans to ensure achievement of company and departmental goals

 

• Compiles and analyzes data and reports that pertain to the overall operation of the business unit, summarizing activities and trends

 

• Designs and executes training efforts and ensure that necessary education tools are provided to employees; encourages employee development through mentoring and participates in incentive initiatives

 

• Identifies, analyzes, and monitors business technology requirements and enhancement possibilities; recommends viable technological solutions, modification, and applications

 

• Interacts with internal/external business partners, including insureds and claimants, in a professional, productive, and positive manner

 

• Provides real time call support for Customer Care Advocates/Specialist; assists with complex inquiries and special handle situations and assumes ownership as appropriate

 

• Partners with other business areas