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Client Account Coordinator (Remote)


Location: Florida

Job Type: Full time


Show that gap who’s boss!
Women are 16% less likely than men to apply to a job once they’ve viewed it, but are 16% more likely to get hired after applying to a job.*
*LinkedIn Talent Solutions Gender Insights Report 2019

Job Summary

The Client Account Coordinator (CAC) will oversee the Commercial Enrollment Operations for Aflac Dental & Vision. The CAC will build effective relationships with Sales Account Managers, brokers/consultants and front-line benefit contacts to ensure a high degree of satisfaction with our products and services.

Principal Duties & Responsibilities

  • Provide professional, timely, and accurate customer support to all group administrators, brokers and agents with questions and requests.

  • Documents calls within the established database, ensuring that all notes are completed using established templates.

  • Leads team in managing new commercial groups from onboarding to policy fulfillment, including ongoing employee additions, terms, and changes.

  • Process all group renewals and cancellations.

  • Works with groups and brokers to obtain the required completed paperwork.

  • Reviews client information to ensure that all paperwork (contracts, rate sheets, etc.) is properly signed, completed and that the client is a legal entity allowed to perform business in their respective states.

  • Contacts the broker or group with any problems that may have occurred with the documentation such as contract, rate sheets, or enrollment forms.

  • Maintains appropriate, current source documents and reference materials.

  • Produces pre-filled enrollment packages for brokers and/or clients.

  • Watch call queue to ensure customers calls are answered in a timely manner.

  • Create and distribute fulfillment packages.

  • Research and respond to all escalated inquiries with a strong sense of urgency.

  • Manage all Agent and Agency appointments, documents, and data entry to company systems.

  • Audit phone calls and provide coaching to ensure adherence to KPI’s and standards.

  • Analyze metrics to develop individual performance action plans.

  • Interview, evaluate, coach, reward staff and deliver disciplinary actions as needed.

  • Consistently monitor team to proactively identify potential problems and implement resolutions.

  • Analyze results and trends to develop plans to improve team performance.

  • Lead the team in identifying new process improvements driving productivity and service.

  • Develop relationships with the supporting business units to help resolve issues.

  • Perform various additional tasks as required by the Commercial Group leadership team.

Education & Experience Required

  • High School Diploma or Equivalent
  • Bachelor’s Degree in Business Administration or related field
  • One year of working experience, preferably in a similar capacity

Or an equivalent combination of education and experience

Job Knowledge & Skills

  • Demonstrates strong understanding of dental/vision products.

  • Ability to multi-task and work under tight deadlines.

  • Exceptional organizational, written and verbal communication skills.

  • Proficiency with Word, Outlook, Excel, PowerPoint.

  • Excellent presentation skills and professional demeanor.

  • Proven ability to build consensus and work effectively within a cross-departmental team.


  • Acting with Integrity
  • Communicating Effectively
  • Pursuing Self-Development
  • Serving Customers
  • Supporting Change
  • Supporting Organizational Goals
  • Working with Diverse Populations